Supports onboarding, implementation, training, and ongoing success for enterprise customers. Maintains client relationships, monitors adoption, feature usage, engagement signals, and account health through dashboards, and escalates significant changes. Communicates with customer stakeholders, schedules meetings, assists with training sessions, gathers feedback, prepares reports, and uses analytics and automation to proactively identify and address customer needs.
Client Success Associates assist in onboarding customers, particularly large enterprise accounts. Associates also provide customer training and support throughout the onboarding and implementation stages, and further down the customer journey on a case-by-case basis.
Client Success Associates monitor account metrics on a day-to-day basis, report to their managers whenever there are significant changes (based on key indicators), and help gather feedback and data to assist in providing customers with what they need to be successful.
Key Responsibilities:
- Maintaining key customer relationships assigned to them by the Client Success Manager or CSM.
- Monitoring assigned accounts in CS dashboards, overseeing adoption rate, feature usage, and their overall success with the products or services they have subscribed to or purchased.
- Assisting in onboarding, implementation, and training sessions as required, occasionally being able to conduct select sessions themselves.
- Communicating with large account points-of-contact, setting meetings to assist them throughout their customer journey.
- Monitoring proactive engagement signals and acting in a timely manner to support customers.
- Monitoring key client metrics at scale, leveraging advanced analytics and automated dashboards to maintain comprehensive account overviews for larger, complex organizations.
Skills and Competencies
Here are the necessary skills to be a good Client Success Associate:
- Minimum 1 year of experience in Customer Success, Support. Relevant courses and training. Customer service experience is a plus.
- Good communication skills and the ability to assist in key business account conversations.
- Good emotional intelligence and empathy skills.
- Advanced client management (including automation flows, triggers, monitoring)
- Very organized and analytical mindset, able to prioritize correctly and actively monitor accounts for potential issues.
- Ability to create and present reports.
- Good IT&C knowledge and capabilities and ability to learn new software tools on the job.
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