Customer Success Associate

Key Partner Associate II

Location: US-GA-Atlanta (Sandy Springs)

FLSA: Exempt

Company Profile:

Safe-Guard Products International is the leading provider of branded vehicle protection products in the finance and insurance space to the automotive, RV, marine and motorcycle/powersports industries. We are a proud partner to Original Equipment Manufacturers (OEMs), top retailers, and independent agents across the United States and Canada. In thirty years, we have grown to power a client roster of over fifty leading protection brands and protect over 16 million consumers under Safe-Guard contracts. Our success is driven by over 800 employees, who serve over 12,000 dealers and support contract holders across the U.S. and Canada.

Safe-Guard continues to experience dynamic growth and has earned a stellar reputation from our clients, dealers, and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.

Job Overview

The Customer Success Associate is responsible for providing foundational support to partners, ensuring accurate and timely responses to inquiries, and assisting with various shared service-related tasks. This role requires a proactive individual who is eager to learn, maintain positive partner relationships, and support the Partner Services team in delivering exceptional service. The Associate will handle routine requests and escalate complex issues as needed.

Job Responsibilities:

• Serve as the initial point of contact for partner inquiries, including general questions, document requests, and basic account updates.
• Provide timely and accurate information to partners regarding their accounts and services while maintaining established SLO/SLAs.
• Utilize established guidelines and SOPs to manage partner requests and maintain service consistency.
• Assist in the preparation of routine partner reports and documentation.
• Collaborate with internal teams to address partner needs and escalate issues to senior associates or management as necessary.
• Support Partner Services Managers with administrative tasks, data entry, and meeting coordination as required.
• Maintain up-to-date knowledge of partner services, policies, and processes.
• Actively participate in team meetings and contribute to ongoing process improvement discussions.
• Provide exceptional service and daily support to designated clients on programs, products, services and initiatives.
• Manage responses to program related and process inquiries from clients, dealers and consumers and from other internal departments.
• Develop strong relationships with customers and internal colleagues while connecting with key business executives and stakeholders.
• Ensure the timely and successful delivery of our solutions according to Key Partner needs and objectives.
• Constantly monitor and report all client-related projects, changes, issues, etc. in regard to the assigned area of focus.
• Perform other project and administrative duties as assigned.

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Job Requirements:

• Bachelor's degree.
• 2-4 years of experience in customer service or partner support, preferably in a business-to-business environment.
• Strong written and verbal communication skills.
• Ability to multi-task and prioritize in a fast-paced environment.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and other relevant software.
• Strong problem-solving skills and attention to detail.
• Exposure to Asana, Miro, Lucid, Smartsheets is a plus.
• Exposure to Gen AI (Claude /Co-pilot) is a plus.

Company Benefits:

• Medical, Dental, and Vision Insurance
• Flexible Spending Account
• Health Savings Account
• 401(k) Plan with Company Match
• Company-paid Short-Term and Long-Term Disability
• Company-paid Life Insurance
• Paid Holidays and Vacation
• Employee Referral Program
• Employee Assistance Program
• Wellness Programs
• Paid Community Service Opportunities
• Tuition Reimbursement
• Ongoing Training & Personal Development
• And More!

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.