As a Customer Success Associate/ Analyst, you will be responsible for customer adoption, retention, and satisfaction for a group of clients.
• Establishing a trusted advisor relationship with enterprise clients in ensuring and maintaining overall customer health
• Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
• Proactively partnering internal teams in reviewing client’s usage of the platform and periodically engage clients
• Meet/exceed quarterly renewal targets by proactively managing renewal portfolio and ensuring on-time customer retention
• Perform onboarding activities and product demonstrations post-purchase
• Coordinate the engagement of other Impress resources (e.g. Delivery, Sales, etc.) to ensure ongoing customer success
• Proactively identify issues/risks and escalate internally for prompt resolution
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product
Qualifications
• More than 3 years of experience in an Account Management or Customer Success role or similar roles where you have delivered multiple projects for a range of Customers
• Highly motivated, goal-driven, outgoing, inquisitive, and customer-centric
• Solid interpersonal, communication, and presentation skills; ability to work with various teams across the board with varying skill sets
• Demonstrated background in working with enterprise clients
