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Customer Success Associate

4 months ago

Chicago, Illinois, United States OpenMarkets Full time

Job Summary:

We are seeking a dedicated and proactive Customer Success Associate to join our dynamic team. This role requires excellent communication skills, a customer-centric mindset, and the ability to manage multiple tasks efficiently.



Key Responsibilities:

  • Customer Support:
    • Maintain in-depth knowledge of OpenMarkets software.
    • Respond to customer inquiries and support messages in a timely and professional manner.
    • Follow up on unresolved issues to ensure customer satisfaction.
    • Maintain accurate records of customer interactions and support activities.
    • Closely monitor platform activity to ensure process improvement and proactively take action to mitigate risk.
  • Customer Relationship Management:
    • Build and maintain strong relationships with customers to understand their needs and ensure their success.
    • Identify opportunities to enhance customer experience escalate meeting to the CSM when necessary.
    • Gather and share customer feedback with relevant teams to drive product and service improvements.
    • Manage survey releases and aggerate data based on customer responses.
  • Data Management and Reporting:
    • Maintain and update customer records and interactions in the CRM system.
    • Generate and analyze reports on customer activities and support metrics.
    • Provide regular updates to the Customer Success Manager on customer status and issues.
    • Conduct audits of CRM to ensure contracts and subscriptions are accurate.
  • Qualifications
    • Bachelor's degree in Business, Marketing, or a related field preferred.
    • Strong communication and interpersonal skills.
    • Knowledge of (or interest in) learning about healthcare procurement.
    • Proficiency in using CRM software and other relevant tools.
    • Ability to work independently and as part of a team.
    • Ability to collaborate effectively with colleagues for the benefit of the customer with a high sense of urgency and excellent organizational skills.