Customer Success Associate at Alan & Grant

Job Description

• Responsible for training and on-boarding new customers and managing customer relationships through their entire life cycle.

Responsibilities

• On-board and train new customers
• Collect and record any customer issues that arise and ensure all issues are resolved within the service level agreement (SLA)
• Demonstrate the values of our services to our customers by providing prompt and proactive support
• Provide customer-specific services to help customers optimize the values/benefits of the software
• Monitor user adoption and diagnose problems so as to develop and execute solutions to ensure the platform is meeting customer expectations
• Provide feedback on product enhancements and updates to the Product Management team based on client interactions, feedback and ​recurring issues
• Ensure customers remain satisfied with the product by educating them about functional capabilities and upgrades
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention
• Monitor details of contracts to inform clients of pending expiration dates and assist them in processing contract renewals where needed.
• Develops customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.

Requirements

• Thorough knowledge of (or eagerness to learn about) our products and their varied capabilities.
• Technical aptitude and the ability to understand and explain complex concepts in simple terms.
• Must possess Human Resource Management knowledge
• Great interpersonal and relationship-building skills.
• Customer service experience and a customer-centric attitude.
• A bachelor's degree in any field.
• 2-3 years experience in a similar role.