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The Role\: Customer Success Associate

Overview\:

The position is viewed as a customer trusted advisor that drives adaptation and expansion of SaaS solutions. The position also drives ARR for the following products\: IT Expert, SmartConnnect, Network Management Cards, PowerChute Network Cards.

What will you do?

Conducting welcome calls with newly signed customers.Onboarding & adoption of SaaS solutions.Understand and document the customer’s primary challenges, goals, and definitions of success.Deliver basic training, configuration assistance, and best practices for purchased solutions.Coordinate with partners and relevant service delivery teams (if implementation, project management, or custom services were purchased by the customer).Perform implementation and configuration services.Handling basic technical and non-technical issues directly in collaboration with our customers and/or partners.Advocating client needs back to our internal support, product, engineering, and sales teams.Building relationships with customers and partners via phone and email. Identifying customer advocates for marketing participation.