Customer Success Associate

2 weeks ago


London, UK, United Kingdom HireWise Full time

About the role

We are hiring a Customer Success Associate to join our clients Customer Success team to ensure that all of their current and newly acquired customers have a clear, supported and defined path to success and is responsible for delivering value, improving retention and product adoption. You will own a portfolio of digital self-service customers with substantial room to grow in their adoption of their product. As a Customer Success Associate, you will work with curating a customer success journey for these customers and ensuring that the renewal is a non-event by facilitating an easy onboarding experience, proving ROI and removing any roadblocks.


Responsibilities

  • Ensure that low-touch customers have a clearly defined success journey and drive usage and adoption so that their renewal is a non-event.
  • Update systems with all low-touch customer renewals
  • Work on projects to remove manual tasks to make the customer experience more seamless and internally more efficient
  • Help the customer define their needs and manage their timeline toward seeing value.
  • Engage across the Customer's organisation and work cross-functionally within
  • Red Sift to identify opportunities and risks and present recommendations &
  • solutions.
  • Produce and deliver internal best practices and customer user stories to make
  • customers' lives easier in the form of webinars.
  • Work with sales, product, and support teams to ensure that each piece of the
  • journey meets customer expectations.
  • Respond to customer emails, chats, and calls regarding their subscription.
  • Collaborate closely with cross-functional teams to support the success of your
  • customers, including Sales, Customer Marketing, and other Post-Sales functions.
  • Work with the Community and Knowledge Manager and Partner Experience
  • Manager to build evergreen content and resources for customers, partners and
  • internally to use for education and to drive rapid product adoption and first value
  • realisation.


Soft skills

  • Pleasant and straightforward phone and video manner.
  • Able to create, facilitate and present easy-to-follow content and webinars to existing customers
  • Excellent written communication.
  • Process orientation and good at capturing processes
  • Organisational skills — you'll be working with many customers, and you'll need to
  • have expertise in place to keep all of their needs organised.
  • An understanding of market needs and current use cases of businesses using video.
  • Strategically minded — you'll be helping customers come up with their overall strategy with our product
  • Highly self-motivated and driven — you don't need someone hovering over your shoulder telling you what to do all day.
  • The ability to shift priorities quickly when necessary.


Hard skills and experience

  • Minimum 1 year's experience in customer success, customer service, technical account management/support, Onboarding Specialist, or involvement in customer success programs.
  • Minimum 1 year's experience in SaaS companies, preferably in the Cybersecurity industry
  • Knowledge of security technologies ideally, that which is used to secure email communications.
  • Knowledge of Network security protocols, Anti-spoofing and Antiphishing concepts, tools and technologies.
  • Experience with Salesforce or similar CRM tools
  • Project Management methodologies a plus


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