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Customer Success Associate

Hybrid in Nashville

Every company needs supplies and services to operate. From laptops and rental cars to pens and pallets, all companies have procurement needs. That’s where CoreTrust comes in. CoreTrust provides a B2B marketplace that has transformed how companies buy billions of dollars’ worth of supplies and services annually. We’re on a mission to be the one place where buyers and suppliers connect, secure purchasing agreements, transact, and partner to realize savings. 

To support our rapid growth, we’re seeking a dynamic Member Success Associate (MSA). 

Reporting to the Manager, Customer Implementation and Support, you will be an integral part of delivering CoreTrust’s customer (member) experience and an accelerator to the company’s revenue realization.  You will skillfully interact with the growing number of members to manage their experience from onboarding through renewal and growth, by ensuring a high service level that results in consistent satisfaction.

By navigating between customers and suppliers, you’ll ensure customers achieve the value they expect from CoreTrust’s services, while ensuring suppliers receive the projected spend from CoreTrust customers.  You will act as the customer’s trusted advisor, demonstrating strong problem-solving abilities and serving as a reliable resource that customers can depend on.

Responsibilities

  • Facilitate a seamless and timely member onboarding experience to achieve onboarding target metrics. This includes orchestrating member onboarding with suppliers, conducting demonstrations of our member portal, confirming members’ goals, and helping collect all necessary new member documentation in support of member’s launch with the supplier
  • Serve as the day-to-day member support for assigned accounts, handling member requests and resolving issues within expected timeframes
  • Interact with third-party suppliers and internal partners as needed on behalf of members to resolve service quality, pricing, and other issues
  • Act as principal member success liaison for 2-5 key suppliers; jointly monitor onboarding pipeline, resolve onboarding stalls, and review new member adoption with each supplier
  • Monitor member account metrics, spot and escalate any deviations from targets
  • Execute plans to improve member experience, drive adoption and achieve member adoption (revenue) targets
  • Maintain accurate records regarding member accounts in our Salesforce CRM system
  • Acquire a detailed understanding of CoreTrust services and assist customers with questions regarding current product selections including category savings performance

Qualifications 

  • 3+ years of experience in customer service or customer success position  
  • Experience working in Business Process Outsourcing (BPO) or Procurement preferred
  • Demonstrated results of creating loyal customers by delivering exceptional service  
  • Stellar communicator with ability to foster positive business relationships
  • Experience with Microsoft suite, especially Excel and PowerPoint, or similar software  
  • Strong ownership and superb organizational skills – agile with the ability to troubleshoot as needed
  • Deep understanding of customer concerns and priorities regarding the use of products  
  • Comfortable working with a high level of autonomy, while taking direction and articulating point of view with clarity and focus

Benefits

  • Competitive compensation package 
  • Unlimited Paid Time Off
  • Free individual employee medical coverage 
  • Company subsidized dental and vision coverage 
  • Dollar for dollar 401(k) match up to 6% of your salary with immediate vesting 
  • Company-paid Short-Term and Long-Term Disability coverage 
  • Employee Assistance Program to support your wellbeing and mental health 
  • $1500 annual stipend for undergraduate/graduate college courses; $500 annual stipend for continuing education courses/certifications 
  • Free snacks and beverages on-site
  • Brand new, state-of-the-art, tech-enabled work environment in downtown Nashville
  • Flexible/hybrid work culture 

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