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We have an exciting opportunity for a Customer Success Associate to join a global technology company.
Responsibilities:
- Manage a large digital book of clients, providing value through scalable digital touchpoints such as automated emails, digital check-ins, and system notifications.
- Oversee digital onboarding for new clients, ensuring accounts are set up correctly and customers have the resources needed to succeed.
- Monitor product usage, license allocation, and adoption metrics via Gainsight to identify underutilization or at-risk accounts.
- Proactively contact clients via email to share insights, optimization tips, and best practices to help them get the most from their subscription.
- Deliver digital Service Value Reviews (SVRs) and regular communications about new features, product updates, or business news.
- Handle most customer interactions via email, with occasional phone or virtual meetings when required.
- Manage hardware orders, replacements, and decommissioning requests, ensuring all Service Level Agreements (SLAs) are achieved.
- Collaborate closely with internal teams
- Track and follow up on requests or escalations, coordinating with internal teams to maintain SLA compliance.
Experience Required:
- 2 Years + Account Management, implementation, onboarding.
- Project Support or customer success experience
- Experience using salesforce or similar CRM software.
- Google suite product is desirable
- Demonstrate the ability to be customer-centric and details oriented.
- Excellent communication skills both verbal and written.
- Highly organized and process driven. Resourceful and collaborative while balancing multiple priorities.
This role offers some remote working.