Job Description

The Customer Success Associate minimizes customer churn on non-managed accounts by leveraging data, engaging with customers, and resolving concerns. They identify opportunities for efficiency and monetization, escalate issues to product teams, and advocate for customer needs. This role requires strong platform and industry knowledge, as well as analytical and communication skills.

Responsibilities

• Diagnose and document revenue/retention risk and monetization opportunities
• Engage customers to understand needs and ensure value recognition
• Proactively engage clients via phone, email, and Zoom
• Act as a customer advocate and convey feedback
• Analyze data to understand performance and measure initiative effectiveness
• Research accounts for efficiency and monetization potential
• Initiate escalations for complex issues
• Meet with customers to identify needs and develop retention plans
• Communicate trending issues internally
• Collaborate with other departments
• Assist support staff with escalated conversations

Requirements

• High School diploma or G.E.D
• 1+ years of customer service experience
• Experience in customer de-escalation
• Strong communication and listening skills
• Adaptability and teamwork skills
• Critical thinking and problem-solving skills
• Proficiency in Salesforce, Looker, and ShipStation applications
• Knowledge of e-commerce markets
• Familiarity with Jira, ZenDesk, Slack, and G Suite

Benefits

• No benefits