Customer Success Associate

2 months ago

New York, United States PitchBook Full time

At PitchBook, we are always looking forward. We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone. We're deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company.

Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there's going to be some ambiguity along the way, but we excel when we challenge ourselves. We're willing to take risks, fail fast, and do it all over again in the pursuit of excellence.

If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.

About the Role:

As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers' success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us

Customer Success Associates work on accounts that are of strategic importance to PitchBook and will work with a team to complete account expansion related activities. The Customer Success Associate will develop a deep knowledge of the accounts they support, their client's industry/sector as well as their business needs, partnering with their Account Manager to grow these accounts over time.

Primary Job Responsibilities:

  • Achieve demo volume goals measured at a monthly cadence while providing an excellent experience for target customers
  • Act as a consultant and display a positive and empathetic attitude - taking the time to understand your clients' needs and business priorities in order to present relevant use cases
  • Work closely with Account Managers to build pipeline, routing qualified opportunities to the appropriate Account Manager for further development
  • Manage your inbound pipeline efficiently and work to recognize growth opportunities and enable new business within existing accounts
  • Work with a strong sense of urgency to meet and exceed daily and monthly KPIs, which translates into high daily activity
  • Work continuously to document the details of each potential client interaction in Salesforce in order to improve the customer experience and drive deal closure
  • Drive engagement with clients through personally crafted sequences and/or marketing provided materials via Highspot
  • Effectively prospect new accounts as needed, creatively leveraging LinkedIn Sales Navigator
  • Research accounts to identify key decision makers and collaborate effectively with them
  • Connect with prospects through written and verbal communication in order to book demos, generate interest, and gain commitment
  • Utilize Outreach to assist in regular and timely communication
  • Use Gong regularly to review client interactions with Account Managers
  • Develop expertise about the PitchBook Platform, our clients, and their business needs
  • Support the vision and values of the company through role modeling and encouraging desired behaviors
  • Participate in various company initiatives and projects as requested
Skills and Qualifications:
  • Bachelor's degree or equivalent experience required
  • 1+ years of previous outbound prospecting experience
  • Client first attitude and love to engage prospective new users for account expansion
  • Prior experience with Salesforce or similar CRM preferred
  • Excellent verbal and written communication skills with a keen eye for detail
  • Interested in financial markets or services, particularly private equity and venture capital
  • Ability to operate with a strong sense of urgency and deliver results
  • Terrific prioritization skills to manage your sales pipeline
  • Comfortable to engage with a diverse array of clients
  • Tenacious and goal-oriented and can work effectively as part of a group
  • Team player with the desire to try new ideas in order to achieve greater levels of success
  • Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easily
Benefits at PitchBook:

Physical Health
  • Comprehensive health benefits
  • Additional medical wellness incentives
  • STD, LTD, AD&D, and life insurance
Emotional Health
  • Paid sabbatical program after four years
  • Paid family and paternity leave
  • Annual educational stipend
  • Ability to apply for tuition reimbursement
  • CFA exam stipend
  • Robust training programs on industry and soft skills
  • Employee assistance program
  • Generous allotment of vacation days, sick days, and volunteer days
Social Health
  • Matching gifts program
  • Employee resource groups
  • Subsidized emergency childcare
  • Dependent Care FSA
  • Company-wide events
  • Employee referral bonus program
  • Quarterly team building events
Financial Health
  • 401k match
  • Shared ownership employee stock program
  • Monthly transportation stipend
*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.

Compensation
  • Annual base salary: $70,000
  • Annual on target variable commission of fully ramped representative meeting expectations: $25,000
  • PitchBook currently has no cap on commission and commission is determined by individual performance


Working Conditions:

We believe our business and our culture are strongest when we work together in person. We also know that it's helpful to have some flexibility to work remotely. Most roles work in the office 3+ days/week, and some are expected to work in the office 4-5 days/week. The current expectation for this role is that you are working in the office 4+ days/week and that you are in the office full-time during the training period, for which the length varies by role. During an initial phone screen, the team will discuss expectations for this specific position.

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

Life at PB:

We are consistently recognized as a Best Place to Work and our culture is at the heart of our success. It's our fundamental belief that people do and create great things and that people are the cornerstone of prosperity. We believe that proactively seeking out different points of view, listening to others, learning, and reflecting on what we've heard creates a sense of belonging within PitchBook and strengthens the PitchBook community.

We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.

#LI-VH1

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