Customer Success Associate  

The Customer Success Associate (CSA) role is focused driving Maintenance and Subscription renewals of the portfolio carried by Trends. The CSA will be assigned to support the Business Units in ensuring that the Principal Enrolment Support are available, scoping and developing services opportunities and maintenance costs. The CSA is also expected to sit down with the technical teams for continuous improvement based on business reviews and feedback from the client.

The role reports directly to the Customer Success Manager.

Primary Responsibilities:

• Scoping and Maintenance Costing
  • Provide the complete and accurate costs to be considered by the Business Units in a Maintenance or Subscription Renewal
  • Coordinate with Vendors for discount, extensions and any changes in scope for the support required
  • Assists Sales in scoping the full requirement of the client and helps recommend best practices for a more risk-free MA coverage
• Services Business Development
  • Assist Sales in creating or finding additional opportunities for renewal
  • Recommend strategies for maintenance renewal coverage for a more efficient and cost-effective scope
  • Provides End-of-Support dates of equipment / system being enrolled in MA to be able to open opportunities for refresh / upgrade
• Client Services Business Review
  • Joins Business review meeting with client to be able to capture positive and negative points to be considered for continuous improvement
  • If needed, prepares the Business Review Presentation
• Services Vendor Relations
  • Ensure enrollment renewals are on time to avoid late-penalty fees

• Strong analytical and planning skills
• Good communication and presentation skills
• Excellent problem-solving skills
• Fresh Grads are welcome to apply so long as you are willing to be trained and eager to learn