Customer Success Mgmt Assoc

Skills and Competencies

• 2+ years of professional experience in customer success, account management, pre-sales or customer support roles
• Ability to work both independently and within a team environment, with high attention to detail
• Excellent verbal/written communication and presentation skills
• Experience in creating and leading scalable client focused communications or campaigns preferred
• Solid understanding of complex business concepts and processes, particularly in the area of regulatory compliance, supplier and credit risk use cases preferred
• Ability to travel as needed (up to 25% of the time)

Education

Undergraduate/first-level degree (e.g., Bachelor’s degree) required, preferably with coursework in business, economics, finance, marketing or related fields.

Responsibilities

• Be accountable for your customer’s overarching success throughout the customer lifecycle, including customer adoption, account health, and retention at scale
• Act as the trusted advisor, sharing industry best practices and resources, such as training, user events, webinars, product releases, and more
• Lead 1:Many engagements including hosting webinar style training and empowering customers at scale through sharing helpful and relevant resources
• Build cross-functional partnerships by contributing your customer-centric perspective to internal continuous improvement initiatives driving efficiency and effectiveness
• Organize and lead customer engagements including onboarding, kickoff, status calls, and strategic sessions
• Collaborate with team members to create and maintain training resources for end users
• Monitor and analyze customer’s usage of our product
• Present utilization information to clients with recommendations to optimize their results
• Identify and track opportunities and risks within assigned customer base
• Maintain strong product knowledge for training, usage and client satisfaction
• Help to upskill colleagues through product training and “lunch and learn” style engagements
• Coordinate customer-facing initiatives with other KYC and Data Apps teams (i.e., connect marketing with users for testimonials, connect product development with beta testers, etc.)

About the team

Our Customer Engagement team is responsible for driving purposeful and value-based interactions with our clients to maximize retention, satisfaction, and loyalty. By joining our team, you will be part of exciting work in developing deep customer relationships, bringing the voice of the customer to the center of our business strategies, and identifying new opportunities for expansion. We strive to be an industry-leading organization with a strong focus on customer centricity and collaboration.