Customer Success Account Associate  

Purpose

The Customer Success Account Manager takes the role of being the point of contact (POC) during the clients' post-sales journey.

Duties and Responsibilities

• Onboarding: Get new customers onboarded and hooked on the product as fast as possible. This includes configuring their accounts, helping them import data from other tools, and training users on how to use the product.
• Education and Enablement: Ensuring customers know how to best use the product throughout their journey as a customer.
• Churn reduction, improving retention and renewal rates: Continuously analyze all aspects of the customer journey and identify and eliminate all possible causes of churn.
• Adoption: Offer assistance and help customers rethink their day-to-day activities to suit the new workflow with the product they are adopting in their business.
• Account management: Identify key stakeholders and build multiple relationships within the client company.
• Support: Helping customers solve issues relevant to the product.
• Upselling and cross-selling: Keep customers happy and make them feel satisfied with their transaction.

Qualifications

• Graduate of business management, marketing management, information technology, industrial engineering, or related courses.
• Has good communication skills.
• Able to collaborate with cross-functional teams.
• Willing to be trained.

Competency

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organization skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Excellent collaboration skills
• Eagerness to learn about new technologies