Job Description

The Customer Success Associate minimizes customer & revenue churn on non-managed accounts by identifying at-risk customers, resolving concerns, and finding monetization opportunities. Responsibilities include platform and industry knowledge, creative solutions, and escalating key issues to product teams.

Responsibilities

• Identify areas of revenue and retention risk, customer savings, and monetization and growth
• Engage customers to understand their needs and ensure they recognize value from products and services
• Proactively engage with clients to understand goals, challenges, and business objectives
• Develop strategies and initiatives to drive customer success and promote retention
• Act as a customer advocate within the company, conveying feedback and insights
• Utilize customer success tools and data analytics to understand customer performance
• Research and analyze current accounts for efficiency and monetization potential
• Initiate escalations for cases needing extensive troubleshooting or developer support
• Identify core customer needs and challenges
• Identify potential savings and changes in a customer’s account
• Communicate trending questions, issues, and product suggestions internally
• Collaborate with other departments to ensure a seamless customer experience
• Assist ShipStation support staff with resolving escalated customer conversations

Requirements

• High School diploma or G.E.D
• One or more (1+) year’s customer service experience
• Experience in customer de-escalation
• Acumen based on customer service and product experience
• Customer Satisfaction
• Listening
• Communication
• Adaptability
• Teamwork
• Written Communications
• Critical Thinking
• Goal Setting
• Time Management
• Collaboration
• Decision Making
• Coaching
• Motivation

Benefits

• No benefits