Associate Customer Success Specialist

Job Title: Associate Customer Success Specialist :

Job Purpose:
The Associate Customer Success Specialist supports an existing customer base with a low to moderate level of complexity to cultivate and build strong customer relationships over the customer lifecycle, while ensuring customer satisfaction and engagement. Responsible for developing a moderate level of product or service knowledge to support low to moderate customer questions and concerns. Primarily focused on maintaining positive customer relations rather than actively promoting the sales of products and services. Must be confident dealing with customers and expected to resolve low to moderate objections or transactions. Responsible for effectively collaborating with our Global Sales Delivery teams to ensure customers’ expectations are met. Understands and captures the voice of the customer for the assigned client.

Essential Functions - Duties and Responsibilities:
- Manage a high volume of customer contacts and communications through phone and email each day.
- Utilize contact search and productivity tools to verify contact information is accurate.
- Conduct health checks at agreed-upon recurring intervals to gauge product satisfaction and value attainment.
- Develop a good level of product knowledge to speak intelligently to customers and successfully address specific objections.
- Clearly document and track qualitative feedback and quantifiable measurements through surveys, phone calls, and emails using computer systems.
- Successfully capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment ("Voice of the Customer").
- Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage.
- Ensure a high level of professionalism during all interactions with customers and prospects.
- Collaborate with cross-functional teams and management to drive a superior customer experience.
- Follow guidance from more senior staff, as needed.
- Follow established procedures.
- Other duties, as assigned and necessary.

Required Qualifications:
- Ability to effectively communicate with customers in a fast-paced environment.
- Aptitude to learn new technology is required.
- Solid knowledge of Microsoft Office programs.
- Ability to follow instructions, follow call scripts, and adhere to defined processes.
- Excellent communication skills (verbal, written).
- Ability to multitask, prioritize, and manage time effectively.