Customer Success Associate
Catalant’s technology platform and programs enable companies to get mission critical work done faster. Forward-looking executives partner with Catalant to transition to an agile operating model and access the skills and expertise they need to rapidly innovate and stay ahead of disruption.
More than 30 percent of the Fortune 100 use Catalant’s best practices and platform to frictionlessly access and deploy talent, ranging from employees to over 50,000 independent consultants and 1,000 boutique firms in Catalant’s Expert Marketplace. Anonymized data from leading companies train Catalant’s AI-powered skills matching and recommendation engine, inform its best practices, and surface intelligent insights that get smarter over time.
Our investors include General Catalyst, Highland Capital, and Greylock Partners. We're on a mission to build the absolute best team, and are looking for talented, scrappy, fun, and competitive folks to redefine the way work gets done!
On the Catalant Solutions team, we’re constantly thinking about how we can generate value for our customers through Catalant’s software and programs. As a Customer Success Associate, you will be responsible for supporting enterprise clients to ensure that they receive the greatest value possible from working with Catalant.
As one of the first members of Catalant’s Customer Success team, you will collaborate closely with the Director of Customer Success and Customer Success Managers to define core team goals and norms. You will also work closely with our Product, Sales, and Professional Services teams to ensure that every aspect of a client’s experience with Catalant is delightful.
What you'll do
- Working closely with Customer Success Managers to support client programs and drive retention and loyalty, including:
- Executing day-to-day activities to support the broader account strategy, including monitoring success metrics against goals, identifying warning signals, and working with the team to proactively reset programs when necessary
- Creating weekly, monthly, and quarterly reports and presentations for client stakeholders
- Driving user education, including leading training sessions, creating onboarding materials, cultivating a user-friendly help center, and quickly responding to questions from clients via Zendesk or Intercom
- Gathering feedback from users and partnering with the Product & Engineering teams to quickly respond to issues
- Identifying themes in product feedback and feature requests across clients and communicating these themes to Catalant’s Product team to inform the product roadmap
- Managing a clear process for communicating internal and external priorities and deadlines to appropriate stakeholders
What you'll bring
- 2+ years in a project management or client-facing role
- Self-starter attitude; willingness to take initiative to identify & execute creative solutions to challenges
- Eagerness to learn, adapt, and perfect your work; openness to receiving and sharing feedback
- Team orientation and proven strength in collaborating and building cross-functional relationships
- Exceptional verbal and written skills
- Strong organizational skills and acute attention to detail