Client Success Associate

SUMMARY

The Customer Success Representative
(CSR) provides responsive, high -quality support for Select -level customers.
This role serves as the primary point of contact for customer service
escalation requests and account inquiries, working to resolve issues
efficiently and ensure customer satisfaction. The CSR role is integral to
maintaining positive relationships with Select -level accounts by promptly
addressing their needs, escalating issues when necessary, and upholding service
level agreements (SLAs) to enhance the customer experience. As a reactive account
management team member, the CSR collaborates closely with technical support
teams and company stakeholders to deliver a seamless and responsive client
experience.

JOB RESPONSIBILITIES

• Customer Support
  and Service Request Management
  
• Serve as the primary
  point of contact for Select -level accounts, handling inbound customer requests
  for services, escalations, and general inquiries.
  
• Coordinate with
  technical support and engineering teams to address issues and escalate complex
  cases when necessary.
  
• Follow up on service
  requests to ensure prompt, accurate solutions are provided, and customers are
  satisfied with the outcomes.
  
• Account Management
  and Relationship Building
  
• Serve as the primary
  point of contact for Select -level accounts, handling inbound customer requests
  for services, escalations, and general inquiries.
  
• Coordinate with
  technical support and engineering teams to address issues and escalate complex
  cases when necessary.
  
• Follow up on service
  requests to ensure prompt, accurate solutions are provided, and customers are
  satisfied with the outcomes.
  
• Account Management
  and Relationship Building
  
• Develop and maintain a
  positive relationship with Select level customers to foster customer loyalty
  and retention.
  
• Keep Select -level
  customers informed on the status of their service requests and provide regular
  updates on service developments.
  
• Identify potential
  service needs and communicate opportunities for additional support or services
  to relevant account managers or sales representatives.
  
• Work with the account
  management team to complete any potential cross -sell or upsell opportunities,
  collaborate with renewals specialists to assist with any client renewals
  
• Documentation and
  Reporting
  
• Maintain accurate
  records of all customer interactions and outcomes in CRM/CSM and ticketing
  systems.
  
• Prepare reports on
  service request trends, response times, and resolution effectiveness for
  Select -level accounts, identifying potential areas for process improvements.
  
• Document common issues
  and resolution procedures to enhance knowledge -sharing within the team.
  
• Service Quality and
  Compliance
  
• Participate in ongoing
  training and development to stay up -to -date with industry best practices and
  company services.
  
  

QUALIFICATIONS

• Bachelor’s degree in
  business administration, marketing, or a related field
  
• preferred but not
  required.
  
• 1 -2 years of
  experience in client success or account management
  
• Fluent in American
  English; strong speaking and writing skills.
  
• Excellent
  communication and interpersonal skills.
  
• Strong organizational
  skills and attention to detail.
  
• Ability to manage
  multiple priorities and projects simultaneously.
  
• Knowledge of customer
  success principles and best practices.
  
• Experience working
  with CRM systems and other customer success tools.
  
• Passion for delivering
  exceptional customer service and building long -term relationships with
  customers
  

JOB REQUIREMENTS

• Should be willing to
  accept a long -term work -from -home arrangement.
  
• Should be amenable to
  a permanent night shift schedule.