Customer Success Associate

1 month ago


Dallas, United States Grace Hill Full time
Job DescriptionJob DescriptionRole Overview:
The Customer Success Associate will work under the direction of the Director of Customer Success, assisting with the administrative tasks of the Customer Success Team.  The Customer Success Associate will use their strong administrative background and organizational skills to assist with client communication, preparation and execution of renewal workflow, preparation of materials used for presentations to clients, updating account records in Salesforce.

Primary Responsibilities:
Client Communication:
  • Works in conjunction with the Director of Customer Success and Customer Success Managers in maintaining consistent communication with customers.  
  • Responsible for all renewal workflow within CPQ and Salesforce and the communication to the clients.
  • Assist in the preparation of documents used in client communication such as Business Reviews and standing calls with customers.
  • Updates activity notes on all client interactions in Salesforce, and schedules any follow-up tasks or items.
  • Serves as additional contact on all accounts held by Customer Success Managers and ensures each client is followed up with in a timely manner.  
  • Assists the Customer Success Manager in coordinating customer calls with internal SMEs.

Internal Communication:
  • Record CSM weekly call notes and attendance – create the assignment and assign it out in GHU for absentees
  • Prep for weekly team meeting calls
  • Assist the Customer Success Managers with support ticket status updates.

Renewal & Upsell Execution:
  • Monitors, tracks, completes all renewals, CPQ quotes for the Customer Success Team. 
  • Assists Customer Success Managers with the execution of contracts as needed.

Performance Reporting:
  • Assist the Customer Success Manager by helping to keep accurate & up-to-date records of client account status, activity, and notes in Salesforce. 
  • Pull reports as needed for the Customer Success Managers.
  • Contribute to the overall reporting to leadership & partners by assisting Directors of Customer Success as needed.


Other Projects:
  • Work closely & effectively with other departments to successfully execute other projects and or tasks on an as-needed basis. 
 
Education/Qualifications:
  • High school diploma or GED required; college degree preferred
  • Minimum of two years experience in customer service role preferred
  • Effective time management, problem-solving, and decision-making skills
  • Strong results focus, balancing performance and people with the ability to use your initiative and work under minimum instruction
  • Impeccable written and verbal communication skills
  • Excellent interpersonal skills, emotional intelligence and the ability to effectively communicate with staff at all levels
About Grace Hill
Grace Hill provides industry-leading SaaS technology solutions designed to make a positive impact in real estate and improve the lives of people where they work and live. Harnessing years of real estate experience and the understanding that people are better together, Grace Hill helps owners and operators increase property performance, reduce operating risk and grow top talent. More than 500,000 professionals from over 1,700 companies rely on Grace Hill’s talent performance solutions covering policy, training, assessment, survey, and data-driven insights. Visit us at gracehill.com or on LinkedIn
 

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