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Customer Success Associate

Incident IQ HQ (Atlanta) OR Incident IQ North (Alpharetta)

Company Overview 

Atlanta-based, Incident IQ is a SaaS service management platform built exclusively for K-12  schools that is transforming K-12 workflows including IT asset management, help desk ticketing, facilities maintenance solutions, Human Resources service delivery, and more.  Our mission is to revolutionize how school districts manage operational support activities to better serve students and drive instructional efficiencies. Incident IQ is a dynamic, fast-growing company focusing on providing innovative cloud-based software. The Incident IQ platform has been rapidly adopted by K-12 school districts. Today, millions of students and teachers in districts across the U.S. rely on the IncidentIQ platform to manage and deliver mission-critical services. 

 

Since the company's founding, Incident IQ has built a culture focused on customer success and product leadership; we are passionate about helping school districts achieve operational efficiency. Incident IQ’s environment is inclusive and transparent, and our team members are respected and valued contributors who consistently exhibit openness, integrity,  collaboration, enthusiasm, and effort.

Customer Success Associate Overview

As a Customer Success Associate at Incident IQ, you will play an essential role in supporting the success and satisfaction of our K-12 customers. You will assist the Customer Success Management team in helping districts maximize the value of our SaaS products and services.

This role serves as a developmental position designed to prepare you for promotion into the Customer Success Manager pathway. You will collaborate closely with CSMs, Implementation, and Product teams to gain hands-on experience in onboarding, adoption, reporting, and engagement activities. Your goal will be to develop foundational skills in customer communication, data fluency, and product knowledge that enable you to deliver measurable outcomes and outstanding customer experiences.

Customer Success Associate Responsibilities:

Customer Onboarding & Adoption Support

  • Own the customer journey for a segment of accounts representing  large book of smaller customers (200+ accounts)
  • Support onboarding and implementation activities by assisting with account setup, milestone tracking, and documentation as needed particularly Premium App onboarding as needed.
  • Facilitate introductory customer meetings, trainings, and platform walk-throughs as well as ongoing support through product adoption.
  • Develop working knowledge of Incident IQ’s modules, features, and best practices for adoption and our digital support tools.
  • Serve as a bridge between one-to-one CSMs and Support, ensuring that high-volume accounts still receive quality, timely service.

Customer Engagement & Communication

  • Maintaining proactive communication with assigned customers through email, zoom, phone and scheduled check-ins.
  • Coordinate customer-facing meetings, webinars, and district reviews; document action items and outcomes.
  • Support by providing training and educational materials for end-users and administrators using iiQ Academy, iiQ Community and other digital resources.

Data Management & Reporting

  • Maintain accurate and up-to-date customer records in CRM tools such as Gainsight.
  • Track and summarize customer engagement, usage, and feedback metrics managing a book of  200+ customers
  • Prepare documentation to support internal reviews of customer adoption and satisfaction trends.

Cross-Functional Collaboration

  • Partner with Sales, Implementation, and Product teams to ensure a seamless and positive customer experience.
  • Gather and relay customer insights that inform product enhancements and feature development.
  • Support initiatives that streamline customer success processes and improve operational efficiency.

Learning & Growth

  • Participate in structured development programs focused on product mastery, communication, and SaaS customer success best practices.
  • Demonstrate ongoing progress across key competencies: Customer Engagement, Product Knowledge, Business Acumen, Data Fluency, Collaboration & Leadership, Process Excellence, and Results Orientation.

Requirements:

  • Bachelor’s degree in Education, Business, or related field (or equivalent experience).
  • 0–2 years of experience in customer success, customer support, education technology, or SaaS preferred.
  • Strong communication, presentation, and interpersonal skills.
  • Proficiency in Google Workspace, Zoom, and  experience in CRM tools (Salesforce, Gainsight  and Incident IQ a plus but not required)
  • Analytical mindset with ability to interpret data, identify trends,  present insights.
  • Organized and detail-oriented with excellent time management skills.
  • Passion for education, technology, and improving outcomes for schools and students.
  • Exceptional time management, calendar management, and organizational skills 
  • Strong technical aptitude with the ability to independently troubleshoot, experiment, and continuously build product expertise across complex/evolving systems

What makes Incident IQ different: 

  • We facilitate whole-person growth where employees can develop personally as well as professionally.
  • We offer an energetic and collaborative environment; everyone’s opinion matters!
  • We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE!
  • We provide excellent work/life balance. Two amazing offices - a Downtown Atlanta office location and one at Halcyon in Alpharetta! 

 

Incident IQ offers a competitive salary based on experience with a benefits package for full-time employees that includes medical, dental, vision, life insurance, 401k match, and paid-time off (PTO).  

 

Incident IQ is an Equal Opportunity Employer

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