Customer Success Associate at Duplo

Responsibilities:

• Onboarding and ongoing account management of assigned Duplo customers - Work collaboratively with your supervisor and other departments to meet customer needs, decide when and how to collaborate with sales and technical teams to resolve client issues.
• Beyond deployment, you will be responsible for day-to-day helping customers learn about use cases they had not considered with Duplo, enabling both them and us to grow together. This is a close-knit partnership style relationship.
• Conduct scheduled demos to retrain customers and understand their use cases in order to optimize their adoption of the product. 
• Analyze customer use cases and identify opportunities to upsell and expand their use of Duplo. This will be part of your KPI and on a target basis.
• Responsible for the day to day management of the different inbound channels, record and report activities of those channels.
• Identify ways in which the product can better satisfy a  customer’s use case and record product feature requests from customers. 
• Maintain relationships with existing clients through regular check-ins, identifying new business opportunities and consultatively selling new services
• Identify gaps in business operations and collaborate with your supervisor to educate  both business and technical stakeholders.

Technical & Professional Requirements:

• 3 years of experience in a customer-facing role (customer service, business development, account executive, inside sales, customer support)
• Exposure to enterprise or high-value SMB companies with complex needs, with the ability to interact effectively with both technical and business stakeholders
• Strong desire to help build and solve problems - you get excited by new challenges and using technology to overcome them
• Highly analytical and data-driven
• Highly collaborative, over communicative, and have a team mentality
• Excellent relationship-building skills, ability to become a trusted advisor
• Represent customer needs to the product and development teams
• Collaborate with marketing and sales to improve material and the end to end customer experience through the customer journey
• Plus - experience in fintech, particularly payments