Customer Success Associate

2 weeks ago

Herndon, Virginia, United States Idea Entity Full time

Idea Entity is looking for a Customer Success Associate to join our dynamic team. The ideal candidate should be a seasoned professional who excels in a fast-paced setting, specializes in cultivating strong client connections, and effectively communicates customer requirements to internal teams. This position is vital for ensuring customer satisfaction and serves as a trusted advisor, offering support, guidance, and resources to help clients achieve their business goals with Idea Entity's products and services throughout the customer lifecycle. It plays a key role in implementation, support, and building lasting relationships with customers.

This role follows a hybrid schedule with two (2) telework days per week from our Herndon, VA office.

Requirements:
  • Engage with customers post-implementation to ensure a top-notch onboarding experience and drive user satisfaction.
  • Precisely execute onboarding processes to establish a solid customer relationship foundation.
  • Utilize product knowledge, problem-solving skills, and training to enhance customer engagements and achieve successful outcomes.
  • Promote customer satisfaction by understanding their needs and helping them reach their objectives.
  • Provide customer feedback to internal teams and advocate for solutions to meet customer needs.
  • Collaborate with internal teams to access resources and tools needed by customers.
  • Monitor customer satisfaction and account health scores.
  • Implement strategies for consistent customer satisfaction and retention.
  • Utilize CRM to track key account data and activities.
  • Deliver regular account reviews to team and management.
  • Stay informed about customer industries and provide strategic advice.
  • Assist customers with product updates and new features.
Qualifications:
  • Bachelor's degree in a related field or equivalent experience.
  • 2-4 years of experience in Customer Success, Technical Account Management, or similar roles.
  • Track record of building business relationships with a hands-on approach.
  • Strong organizational skills to balance speed and quality for tangible results.
  • Ability to align technical concepts with business needs.
  • Passion for collaboration across teams.
  • Proficiency in multitasking and managing priorities.
  • Excellent communication and presentation skills.
  • Attention to detail.
Nice-to-have:
  • Knowledge of Cloud environments and integrations.
  • Experience in Federal Government Technology Sector.
Benefits:
  • Competitive Health Care Plan (Medical, Dental & Vision).
  • Health Savings Account (HSA) and Flexible Spending Account (FSA).
  • Retirement Plan with employer match.
  • Paid Time Off and Holidays.
  • Training & Development opportunities.
  • Hybrid work environment.

At Idea Entity, we embrace diversity and inclusion, valuing and empowering our employees. We are proud to be an Equal Opportunity Employer, making employment decisions based on qualifications and without bias.

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