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12 Poppulo Jobs
Customer Success Associate
Poppulo
posted 6d ago
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Job Description
We are seeking an enthusiastic, customer success focused professional to work with the Customer Success Team. In this role you will oversee all aspects of projects and support for assigned accounts. This role will be interacting directly with customers, Poppulo executives and leaders of other departments. This role has a significant impact on the customer experience with Poppulo and can affect retention. It will require project management expertise, time management skills and attention to detail, teamwork and desire to deliver excellent customer service.
Core Responsibilities
You will be supporting multiple client account portfolios. As such, this position will work closely with a small team and needs to occasionally step into other team roles, which may include tasks related to the functionality and appearance of visual communication solutions, delivering customer training and implementing visual communication networks.
- Develop relationships across the portfolio of accounts to drive value for all customer on their journey
- Continually seek out opportunities to increase customer satisfaction and deepen client relationships.
- Perform proactive issue and risk monitoring for trends and resolution
- Address majority of client issues and resolve problems to client s satisfaction
- Adopt and use digital technologies to the impact
- Serve as the first line of escalation for support issues
- Assist in defining client standards and process for new projects and product deliveries
- Drive clients toward contract renewals through effective relationship management
- Identify opportunities for improvement, make constructive suggestions for change, and positively contribute to client operations.
- Working closely with the Customer Success Managers (CSM) and/or other members of the Customer Success team to determine and implement needs as required by evolving process strategy and client scope
- Provide weekly detailed status reports where applicable
- Identify sales opportunities for account growth and retention
- Contribute to team building and knowledge sharing opportunities
What we re looking for:
- Strong written and verbal communication skills
- Strong analysis and problem-solving skills
- Ability to learn custom software packages and products quickly
- Demonstrated ability to communicate effectively using both oral and written skills both
Our ideal candidate will also:
- 3+ years experience in Project Management, SW Delivery, Customer Experience/Resource Mgt.
- bachelors degree in related field or equivalent experience
- Experience with Salesforce - creating reports, dashboards, metrics.
- Excellent time management and multi-tasking skills
- Great attention to detail and excellent decision-making and problem-solving skills
- Ability to work independently and as part of a team
- Ability to manage and prioritize multiple competing priorities
Employment Type: Full Time, Permanent
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