Customer Success Associate

 

A Customer Success Associate plays a key role in ensuring customers achieve their desired outcomes with our products and services. They act as a liaison between the customer and the company, working to build strong relationships, resolve issues, and maximize customer satisfaction and retention.

 

Job Title: Customer Success Associate 

Location:  CPOMS  [Skipton, UK]

Job Type: Full-Time

Hybrid 3 days in the office 2 from home once you have passed your 6 month probation period and have agreement from your Manager.

Reports To: Manager, Customer Success

 

Job Summary:

As a Customer Success Associate, you will be a point of contact for our customers, helping them achieve their goals and ensuring they derive maximum value from our products/services. You will work closely with various departments to address customer needs, resolve issues, and drive product adoption. Your focus will be on fostering long-term relationships, increasing customer satisfaction, and minimizing churn.

 

Key Responsibilities:

 

1. Customer Onboarding:
   
   

• Facilitate a smooth transition after the initial onboarding, building trusted customer relationships to maximise value.
• Delivering professional and engaging customer facing presentations via online meetings for all CPOMS/Raptor products to discuss current partnership, and identifying areas of additional value.
• Set clear expectations and success milestones using CTA’s within Gainsight to make contact at 30 and 90 days after implementation for check ins, ensuring a smooth transition and quick adoption of the product/service.
• Maintains in-depth knowledge of our products and stays up to date with ongoing product releases.

 

1. Customer Engagement and Support:

• Serve as a point of contact for customer inquiries, providing prompt and accurate responses answering emails through SalesForce.
• Proactively engage with customers to understand their needs, goals, and challenges, through business reviews, School safety at a glance ,CTA’s, meetings, webinars and all other Customer Success processes.
• Address and resolve customer issues or complaints efficiently, following the “at risk” process and escalating to the Manager of Customer Success when necessary. By identifying root causes, coordinating with relevant teams, and ensuring timely and effective solutions.
• To update Communities and be involved in the CAB where needed, under guidance of the Manager of Customer Success.
• To create training content and undertake delivering webinars as and when needed.
• Contacting customers via telephone when needed.

 

1. Relationship Building:

• Build and maintain strong, long-term relationships with customers.
• Regularly check in with customers to ensure their ongoing success and satisfaction.
• Attend customer facing events when needed.
• Identify opportunities for upselling or cross-selling additional products/services.

 

1. Customer Retention:

• Monitor customer health metrics and take proactive steps to prevent churn.
• Conduct regular reviews with customers to assess their satisfaction and address any concerns.
• Collaborate with the sales and marketing teams to develop strategies for customer retention.

 

1. Feedback and Improvement:

• Gather and relay customer feedback to relevant internal teams to drive product improvements.
• Participate in the development of new customer success strategies and Processes.
• Continuously seek ways to improve the customer experience.
• Coordinate cancellations to provide a positive experience for customers transitioning from the company/products.

 

1. Reporting and Documentation:

• Maintain accurate and up-to-date customer records in Gainsight, SalesForce and any other systems that we use.
• Document customer interactions and follow-ups to ensure transparency and accountability.

 

Skills, Qualifications and Experience:

• Grade C (or equivalent) or above in Maths and English is essential. Highly motivated individual seeking to establish and grow their career in Customer Success.
• Excellent verbal and written communication, presentation, and problem-solving skills.
• High degree of professionalism. The ideal candidate executes consistently, is highly dependable, and always approaches situations with a positive, customer-centric attitude.
• This is a high-volume position. The individual must be a self-starter with strong organisational and time management skills, self-directed, and able to handle multiple priorities within demanding timeframes.
• Excellent interpersonal skills.
• Previous experience in the Education sector is desirable.
• Previous experience with customer support advantageous.

 

Why Join Us:

Be a part of something special and join our award winning team. We are looking for enthusiastic and passionate people who care about doing things properly and for the right reasons. We are a rapidly expanding, globally spanned customer based with market leading products. Now is an ideal time to join us on our new journey, with all the opportunities that it will bring.

With ongoing departmental growth and a collaborative work environment you would have the opportunity to join a supportive, hardworking and passionate team with exciting personal growth and development opportunities.

 

This description can be customised to fit the specific needs and requirements of the Customer Success Team.

 

 

What's in it for you?