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Customer Success Associate
2 months ago
Salary Range: $64,200 - $80,500
About Extensiv:
Extensiv stands at the forefront of technology innovation, committed to revolutionizing omnichannel fulfillment. Our extensive network encompasses over 1,500 integrated third-party logistics providers (3PLs), complemented by a robust suite of cloud-based platforms for warehouse, order, and inventory management. We empower contemporary merchants and brands to fulfill demand across various channels, providing unparalleled flexibility and scalability without disruptive transitions.
Role Overview:
As a Customer Success Associate, you will be integral to Extensiv's dedication to customer satisfaction. Your role will be crucial in ensuring that our clients derive maximum benefit from our software solutions, guiding them through available resources to enhance their experience with Extensiv.
Key Responsibilities:
- Inquiry Management: Address general inquiries from customers.
- Account Renewals: Oversee the renewal process for client accounts, utilizing tools such as SFDC and DocuSign.
- Account Upselling: Identify upselling opportunities and enhance customer engagement through additional Extensiv services.
- Support Escalation: Serve as the primary contact for escalated support issues, collaborating with internal teams to efficiently resolve customer challenges.
Qualifications:
- Communication Skills: Exceptional ability to communicate and network, fostering strong relationships with clients.
- Strategic Mindset: Analytical thinking to drive customer success and business development.
- Customer Service Expertise: Outstanding skills in customer service to ensure satisfaction and loyalty.
- Adaptability: Quick learning capabilities to stay ahead in a fast-evolving product environment.
- Leadership and Problem-Solving: Strong leadership to spearhead customer success initiatives and adept problem-solving skills to address client challenges.
- Organizational Skills: Ability to manage a large number of accounts in a team setting, requiring strict organization and multitasking abilities.
- Continuous Improvement: A proactive approach to identifying areas for enhancement and a strong desire for personal growth within our dynamic organization.
Preferred Qualifications:
- Experience in logistics, e-commerce, or warehousing sectors.
- Familiarity with customer success platforms such as Gainsight, Catalyst, Totango, or ClientSuccess.
- Formal experience in Customer Success and/or Account Management.
Company Culture:
At Extensiv, we value team players who pursue excellence and authenticity. We are dedicated to fostering an environment where you can make a significant impact, take on responsibilities, and grow professionally, all while being part of a supportive and high-achieving team.
Work-Life Balance Commitment:
- Generous and flexible paid time off policy.
- Summer Fridays and meeting-free Wednesday afternoons.
- Comprehensive paid parental leave.
- Active employee resource groups.
- Choice of medical plans from leading providers.
- An inclusive employee equity program.
Extensiv is committed to offering competitive, market-informed compensation based on a candidate's skills, knowledge, and experience. The salary range for this position is $64,200 to $80,500 before commission, with exact compensation varying based on individual qualifications.
