Who is a customer success associate?
Customer success associate also known as customer experience managers are responsible to aid business clients in taking full advantage of products provided by the company. They are also responsible to drive sales by influencing product upgrades, and managing and sustaining relations with clients.
What does a customer success associate do?
Customer success associates are bridges between sales and customer success. They need to provide support for transitioning prospects into active users by acting as a go-between with other departments within the company such as marketing or product management.
Job brief
We are looking for a tech-savvy customer success manager who has a strong drive for results. The duties of a customer success manager will include a broad range of tasks which will include but are not limited to maintaining customer relationships, networking, implementing success programs, contributing to sales, onboarding, and training clients.
A potential candidate applying for this position must be social, analytical, possess an aptitude for learning, and enthusiastic about using new software. They should also be able to communicate clearly and effectively.
Duties and Responsibilities
The duties and responsibilities of a customer success associate can be provided as follows:
- Develop and manage client portfolios
- Hold product demonstrations for clients
- Improve the onboarding experience
- Evaluate and improve tutorials and other communication infrastructure
- Mediate between clients and the organizations
- Handle and resolve customer requests and complaints
- Sustain business growth and profits by maximizing value
- Analyze client data to improve customer experience
- Minimize client churn
- Aid in product design and product development
Key requirements
The key requirements of a customer success manager can be provided as follows:
- A degree in communication or marketing
- Self-driven and proactive nature
- Demonstrate leadership qualities
- High computer literacy and ability to learn new software
- Experience in document creation
- Patient and active listener
- Passion for service
- Excellent interpersonal and communication skills
- Multitasking and organizational skills
