Customer Success Associate
4 weeks ago
About the Role:
SWBC is seeking a talented Customer Success Associate to join our team. As a key member of our customer-facing sales teams, you will leverage your extensive knowledge of SWIVEL software to support sales and new business growth.
Key Responsibilities:
- Build customer success plans, establishing critical goals, to help customers reach their organizational goals and objectives.
- Partner with accounts teams to uncover cross-selling opportunities.
- Advocate customer needs to cross-functional teams, including the Director of Customer Success, Marketing, Product, Quality Assurance, Implementations, and Support.
- Identify dissatisfaction risk and collaborate with internal teams to remediate and ensure renewal of contract and high level of customer satisfaction.
- Creates and delivers monthly reports to highlight customer utilization and provide ongoing recommendations for further optimization.
- Assists customers with understanding how to utilize the software by conducting quarterly training workshops highlighting existing features, and new features and functionalities delivered by product teams.
- Facilitates completion of setup forms, a successful transition to implementation, and conducts on-boarding training for new and existing customers.
Requirements:
- Bachelor's degree in Business with a concentration in Business Administration, Business Management, Marketing, and or Finance field of study from an accredited college or university.
- Minimum of five (5) years of customer service and satisfaction.
- Great interpersonal skills, bring a positive attitude, and effectively collaborate with others within the organization.
- Minimum of two (2) years in Customer Success Management, Account Management, or Sales, and a strong track record of retaining existing clients and contributing to the sales growth within the organization.
- Proficient knowledge of business processes, applicable laws, and regulations.
- Working knowledge of SaaS ecosystem.
- Proficient knowledge of CRM software utilization.
- Advanced organizational, planning, and multi-tasking skills.
- Advanced collecting and analyzing data skills.
- Advanced negotiation skills.
- Advanced managing priorities and deadlines and problem-solving skills.
- Able to communicate and interact effectively in verbal and written communication.
- Able to work collaboratively and build relationships.
- Able to analyze, organize and prioritize work.
- Able to be adaptable.
- Proficient Microsoft Office skills, including Outlook, Word, and Excel.
- Able to use basic office equipment, including copy machine, personal computer, and fax.
- Able to type 35 WPM.
- Able to travel locally or nationally by car or plane.
- Sit for long periods of time performing sedentary activities.
- Push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.
What We Offer:
- Competitive overall compensation package.
- Work/Life balance.
- Employee engagement activities and recognition awards.
- Years of Service awards.
- Career enhancement and growth opportunities.
- Leadership Academy and Mentor Program.
- Continuing education and career certifications.
- Variety of healthcare coverage options.
- Traditional and Roth 401(k) retirement plans.
- Lucrative Wellness Program.
About SWBC:
SWBC is a Substance-Free Workplace and requires pre-employment drug testing.
Please note, SWBC does not hire tobacco users as allowed by law.
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