Customer Success Associate
POSITION SUMMARY:
The Customer Success Associate (CSA) acts as a client advocate and is responsible for retaining and growing Managed Services accounts in partnership with the Sales team and their customers. This role serves as a key business contact and client liaison responsible for overall management of the client relationship to include reporting and analytics of the services. The CSA will work closely with several departments to maintain high degree of client satisfaction and work to resolve client concerns regarding the services.
The CSA will provide onboarding support, prepare and facilitate strategic business reviews, and collect data for regular service updates. The ideal candidate will have experience working with multiple small to mid-sized enterprises and demonstrate a history of providing astounding customer care. Additionally, the individual must have excellent communication and interpersonal skills, as well as an adept problem solver.
ESSENTIAL DUTIES AND RESPONSIBILITIES- MAY INCLUDE THE FOLLOWING: OTHER DUTIES MAY BE ASSIGNED.
• Proactively monitor customer engagement to ensure that client’s ongoing services experience is that of value and service excellence, through regular client interactions, and various feedback mechanisms.
• Coordinates new customer onboarding process, working closely with various departments to facilitate timely activation of services.
• Has a basic understanding of the products and services available and be able to present each of them to prospective clients based on their specific needs.
• Serves as a point of escalation and assists the Managed Services team to resolve client service issues.
• Leads client through Strategic Business Reviews and regular reporting and communications.
• Build, maintain and grow profitable long-term relationships with all clients to maximize customer retention.
• Embrace the Aspire culture to support colleagues and help our organization excel and be successful.
• Other duties as assigned
Minimum Education and Experience:
Bachelor’s degree or equivalent technical degree required
2+ years of experience in Customer Service or Sales role
Ability to develop strong relationships with the user/customer/internal communities
Strong verbal and written communication skills to audiences of all levelsCustomer Success Associate
Preferred Education and Experience:
Bachelor’s degree or above
Experience in customer support within a technology focused organization or other customer success role.
Knowledge and/or prior experience with managed services and related technologies (SaaS, etc.) in a technology sales or customer facing role.
OTHER SKILLS and ABILITIES:
• Demonstrated professional growth and the proven ability to work cross-functionally
• Experience with service desk and/or project portfolio management tools
• Exceptional client service, strong relationship management, communication, organization, project management, and
strategic analytical skills
• Experience supporting and preparing reporting information for review with senior level management
• Working knowledge of Cisco portfolio and/or managed services is helpful
TRAVEL:
As needed; based on customer need. The CSA will be based in the Eatontown, NJ.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is
required to stand; walk; and use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required
to reach with hands and arms. The employee may occasionally lift and/or move up to 35 pounds. Specific vision abilities
required by this job involve normal vision.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee
encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions. The noise level in the work environment is usually quiet to moderate.