US Customer Success Associate

Job Description

Job Description

Salary:

Customer Success Associate

• This role will be primarilyCustomer Successfocused with hybrid conferencing duties as part of projects, peak live event times.

• Please note this role is US based in Birmingham and will be office based on weekdays with WFH at weekends.

• As part of the shift pattern for thisrole,once training is successfullycompletedit will include weekendworking.Depending on the needs of the business, the shift will be either Tuesday - Saturday OR Sunday - Thursday.

• Minimumrequirement for the role is experienceoperatingat an event managerlevel, with the ability to manage client-facing activity, coordinate multiple priorities, and support successful delivery under time-sensitive conditions.

Key Responsibilities:

• Proactively add value, engage and build relationships withclientsrelated to the successful delivery of NetRoadshow services, meeting SLAs, responsible for escalations, outagecommunications,and ensuring excellence.

• Position in the market, their product/service goals, and competitive landscape via Quarterly Account Reviews with sales.

• Cross team collaboration with sales to achieve goals determined in quarterly account review process for specified accountsand generate revenue.

• Responsible for collaborating with internal teams to onboard and integrate new Customers and develop existing customer relationships.

• Proactively service customer requests for specified primary and secondary accounts per RE DOC or other customer preferences.

• Collaborate closely with theglobalCS team to provide coverage of data@ emails from allclients,always ensuring a cross-team effort.

• Build,maintain, and grow, long-lasting customer relationships.

• Lead and collaborate withcross-teaminitiatives for go-to market new features to discuss and drive adoption.

• Proactively ensure accuracy of the NRS Service requested from set up toexpiration/pricing - to phase out including close collaboration with IT and Training where necessary to improve processes.

• As necessary, attend conferences and other industry events to capitalize on networking and relationship-building opportunities.

• Promote a cross-team approach to createa bettercustomer experience.

• Manage Customer input and feedback for all projects with detailed direction and timelines.

• As part of projects / peak timesassistwith live events including booking,runningand overseeing high profile calls

Required Skills:

• Experience:Minimumrequirement for the role is experienceoperatingat an event managerlevel, with the ability to manage client-facing activity, coordinate multiple priorities, and support successful delivery under time-sensitive conditions.

• Communication skills: Communicationskills are essential forCustomer Success Associates, as they often communicate with clients and colleagues in writing and verbally. You may also communicate with customers over the phone or video chat. Effective communication is key to building relationships with clients and colleagues, anditsimportant to be able to explain complex ideas in an easy-to-understand way.

• Product knowledge:Customer Success Associatesshould have a thorough understanding of the products and services they represent.This can help you explain the benefits of the products to potential customers and help youidentifyways to improve the products. You can also use product knowledge toidentifypotential customer needs and recommend products that can fulfill those needs.

• Critical thinking skills: Critical thinkingskills are essential forCustomer Success Associates, as they often collaborate with customers to find solutions to their problems. For example, if a customer is dissatisfied with a product or service, theCustomer Success Associate and the Customer SuccessManager may collaborate with the customer and cross teams internally to find a solution.

• Relationship building skills: Relationshipbuilding skills are also important forCustomer Success Associates. You maybe responsible fordeveloping andmaintainingrelationships with customers, colleagues, and other business partners.

Example Tasks/Workflows:

• Document ALL client interactions,opportunitiesand recommendations in HubSpot

• Pre- and post-show engagement

• Outreach to new bankers to introduce NRS.

• Quarterly/yearly service reviews

• Track SLAs

• Quality assurance testing of new features

• Develop useful account reports.

• Own the RE Docs, ensuringtheyreconcisely written and easily understood by other teams.

• Outage communications

• Promoting new features such as Event Hub and Go to Market activity.

How Success is Measured:

• Forecast and track key account metrics via HubSpot and POF

• Track towardsbusiness and customer goals determined in the quarterly account strategy reviews.

• Growth in customer retention and success measures

• Creating a precise process to ensure we meet all their requirements, which separates us from the competition.

• Coach and support initiative-taking behavior ofwiderCustomer Success team to drive customer engagement including sharing of ideas.

Required Skills and Proficiencies:

• Prospecting

• Teamwork and Collaboration

• Planning

• Building lasting relationships.

• Critical thinking

• Professionalism and strong work ethic

• Oral and written communication

• Initiative-takerableto motivate others.

• Enhance and personalize customer experience.

• Emphasis on achieving customer goals.

• Ability to manage multiple Projects.

• Attention to Detail