Client Success Associate

4 weeks ago

Baltimore, United States Arena Analytics Full time
About the Role:

As the Client Success Associate, you are a motivated and detail oriented individual, who is passionate about customer satisfaction and eager to dive into the world of data analysis and customer support.

You will be responsible for overseeing the data ingest process, conduct data analysis, provide customer support through systems and other communication channels, and more. This role reports to the Vice President, Client Success and provides the opportunity to take on additional responsibilities within Client Success.

Responsibilities:
  • Data Analysis: assist in analyzing customer data to identify trends, patterns, and insights that can improve customer success strategies. Work closely with the Client Success team to develop reports and presentations based on data analysis findings. Generate reports as required by internal and external clients within the required timeframe. Collaborate with Product, Data Science, and others to improve reporting processes.
  • Overseeing Data Ingest Process: manage the data ingest process, ensuring that customer data is accurately and efficiently processed into our systems. Collaborate with Engineering to improve the process
  • Client Success Support: provide timely and professional support to customers through inbox monitoring, tickets, emails, and other communication channels. Address customer inquiries, concerns, and requests with a focus on providing excellent service and resolving issues in a timely, satisfactory manner. Assist in handling and resolving active client alerts within the required timeframe.
  • Client Support Team Assistance: Assist the customer support team in handling escalated issues and complex customer inquiries. Collaborate with team members to develop and maintain a comprehensive knowledge base to improve response efficiency and accuracy.

Qualifications:
  • Bachelor's Degree in Business Administration, Information Technology, or related field is preferred. Relevant work experience may be accepted in lieu of a degree.
  • Strong analytical skills with the ability to interpret and manipulate data effectively.
  • Self-motivated muti-tasker with a high sense of urgency, ability to prioritize, and effective problem solving skills
  • Excellent and empathetic communication skills, both written and verbal, with a customer focused approach.
  • Ability to work collaboratively in a fast paced environment and adapt to changing priorities
  • Detail oriented with a proactive attitude towards problem solving and continuous improvement.
  • Strong computer skills with the ability to quickly learn and master new systems.
  • Familiar with customer support tools such as ZenDesk or similar platforms is a plus

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