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Customer Success Associate

New York, NY

Overview

We are looking for a Customer Success Associate who understands the value of nurturing customer relationships, at scale. You will be responsible for engaging with a large portfolio of customers on their post-sales journey, driving user adoption and satisfaction to help support high retention on Grata’s Emerging Growth segment. Creative, energetic, and self-driven, you understand the customer and their use cases and can act as their trusted partner to help them maximize value. 

This is an entry level position, perfect for someone with 1-2 years of industry experience looking to build a career in SaaS. The position is based in New York, operating on a hybrid work model with 3 days a week in our Bryant Park office.

About the Role

  • Perform initial onboarding of accounts, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime.
  • Serve as the primary contact for customers; resolving questions over email/phone, performing periodic customer reviews that confirm satisfaction, resolving issues and bugs with the help of the Product and Engineering teams, and expanding Grata use throughout the account.
  • Function as the voice of the customer to Product, Marketing and Sales on what innovation and continuous improvement is needed to better serve our customers.
  • Leverage high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their business.
  • Develop, test and iterate on scaled customer success playbooks and engagement strategies.
  • Effectively manage time focusing on essential activities to ensure customer satisfaction,  and collaborate with Account Manager to drive account renewal, and account growth.
  • Maintain strong relationships with customers across varied personas: users, champions and decision makers measured through engagement scores, NPS, and recorded customer feedback.
  • Proactively identify account risks and drive churn mitigation strategies, bringing together the appropriate team members from within Grata to achieve consistently high client health scores.

About You

  • You have 1-2 years of experience in a customer-facing role. 
  • Possess strong phone, written and verbal communication skills with excellent presentation skills.
  • Proven proficiency engaging directly with customers and working independently.
  • Successful candidates will be: innovative, persuasive, creative and have a genuine curiosity in their clients’ business. They will be goal and results-oriented, optimistic and smart, with a value added mindset, a proactive approach to the role and the ability to adapt to change.
  • Experience developing and delivering value added communications including the ROI Grata delivers. Focus on creating automation and content used across the entire book of business. 
  • Demonstrable success identifying and forecasting risk as well as growth opportunities within your book of business.
  • Confident, high energy, self-motivated and a true team player.
  • Well-organized, with a high attention to detail, you are a resourceful problem solver and can manage multiple work streams.
  • You like a fast-paced environment and are not afraid to go the extra mile to get the job done right.
  • You embrace our values. You’re thoughtful, selfless, and responsive. 
  • Experience working with clients in investing or banking industries is a plus, but not a requirement.

Perks & Benefits at Grata:

  • Unlimited PTO policy
  • Flexible Work Location policy: all employees are given a bank of time (up to 14 weeks!) of working remotely
  • Medical, dental, vision plans: we offer plans with 100% coverage of premiums for employees
  • 12 weeks of parental leave
  • 401k
  • Stock options for all of our employees
  • Equity Commuter benefits
  • Company-sponsored lunch through Grubhub on a weekly basis
  • Dog-friendly office

About Grata:

Grata is the first search engine for company discovery, providing a single source of truth to find small to middle market private companies. We are developing cutting-edge search technology leveraging NLP and ML to automate the B2B research process on millions of small and medium businesses in the U.S. We’ve recently experienced significant growth and raised capital from top investors who built Google and transformed the finance industry.

When we find the right person, we strive to put our best foot forward with an offer we hope you find compelling. Actual compensation packages at the time of offers are based on a wide array of factors unique to each candidate, including, but not limited to: what you’d like to be paid, the skills/experience you bring and any role-dependent factors such as software expertise, what similar jobs pay in the NYC area, and our commitment to equal pay for equal work among those you’ll be working with. The total compensation for this role is targeted at $70,000-$85,000 including variable pay based on goals and quota attainment. There is also an equity component in addition.Transparency is a core value at Grata, and we welcome direct conversations with each candidate about compensation in all of our initial calls.

Grata is committed to building an inclusive, equitable, and diverse organization. We embrace equal opportunity for all applicants and seek to foster a culture of belonging for our employees. We recognize and appreciate that the more inclusive we are, the better we will function as a team. Grata welcomes qualified applicants of any race, color, ancestry, religion, sex, national origin, gender identity, gender expression, age, marital or family status, disability, military veteran status, and any other status or background.

 

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