Customer Success Associate

3 weeks ago

New York, United States Sutherland Full time

Contract Type:

Permanent WAH

Location:

New York, NY - NY

Date Published:

10-11-2024

Job ID:

REF24255K

Company Description:

Sutherland is looking for an educator and customer partner who is passionate about technology to help drive the adoption of cloud services. Our target audience is existing customers with current subscriptions who need help utilizing and maximizing their solutions.

The environment is success focused, team-oriented and laser focused on Experiences that Matter to our set of global organizations. Do you have the ability to thrive in a fast paced, self-starting environment? We are looking for candidates with a passion for people and the ability to delight our most coveted asset, our customers

The renaissance is underway, and it is a great time to join a dynamic and energetic environment which fosters career development and mentorship with a focus on; leadership training, education, workshops, and coaching for all employees.

Job Description:

Responsibilities:

  • Manage a portfolio of customer with the assistance of technology to reach out and connect when you see usage or consumption dropping
  • Maintain, grow and retain monthly recurring revenue for our most valued customers
  • Develop strong customer relationships and serve in the role of a trusted partner
  • Initiate the relationship with the customer by creating a smooth and meaningful onboarding experience
  • Facilitate the adoption of the solution, driving awareness, education and utilization by serving as the chief evangelist within your customer set, ensuring that your customers are realizing the benefits of the solution and its capabilities
  • Ensure customer satisfaction: addressing technical demands and acting as sales liaison, and including partners to better support premium customers
  • Partner cross-functionally with support, professional services, and sales and marketing departments to create customer success that drives positive customer satisfaction and account growth
  • Contribute to close-loop feedback with Product Line Management to ensure the voice of the customer is considered in product advancement
  • Conduct client and internal meetings as required - Account Reviews and Account Planning (internal) and Quarterly Business Reviews
  • Partner internal groups to complete services on behalf of your customer. This includes but is not limited to implementation issues, billing issues, request for service, etc..
Qualifications:
  • Fully bilingual in French and English
  • 3+ years of account management experience in a service adoption environment
  • Strong communication skills - written and verbal - with an understanding of situational best practices
  • Excellent knowledge in Excel, PowerPoint and Word
  • Proven track record of success with a demonstrated history of customer satisfaction goals
  • Driven by personal, team and company achievement with a commitment to excellence


Additional Information:

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

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