Customer Success Associate

The Customer Success Associate will be the key counterpart of the Customer Success Manager.  The ideal candidate will have experience in Account Management, Sales, or Customer Service environments, with a proven ability to achieve targets and adhere to service level agreements and will be customer Success Consultant. They should excel in developing and communicating practical plans to enhance client satisfaction and profitability.

This role offers an opportunity for a motivated individual to contribute to our team’s success by ensuring exceptional service delivery and client satisfaction. 

Responsibilities:

• Manage day- to day case inquiries, meeting established service levels.
• Provide prompt follow-up and keep customers informed of request progress.
• Ensure timely delivery of reports and information requests, maintaining updated details and meeting SLAs.
• Handle escalations effectively
• Prepare reports on a weekly, monthly and quarterly basis.
• Support supplier relationship management
• Maintain risk logs and manage account related tasks.
• Conduct regular client calls (weekly, fortnightly, ad hoc)
• Collaborate across departments to meet project deadlines.
• Address and resolve client issues and complaints, coordinating with internal teams to prevent recurrence.
• Maintain and update Client Requirement Matrix.
• Propose and create customized reports tailored to client program needs. 
• Additional duties related to the management of the account support and client training.

Required Skills:

• Understanding of client needs and pain points, with the ability to build trust and empathy.
• Excellent communication, presentation, and analytical skills
• Strong time management and organizational abilities
• Proficiency in Microsoft Office applications, including Excel PowerPoint and word.

Desired Attributes:

• Client-centric mindset with a focus on developing a successful career within the organization.
• Collaborative team player with strong relationship-building skills
• Outside-In Thinking: Ability to think from the client’s perspective and proactively propose solutions.
• Self-motivated and independent

We have great people here and are looking for more. Come join us!
 

Follow us:

• Facebook

• Instagram

• LinkedIn

• X

• YouTube

Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.