Customer Success Team Associate

Job Summary

We seek a highly skilled and experienced Customer Success Team Member to join our team. The ideal candidate will have experience in the SaaS environment and will be responsible for ensuring that our customers achieve their desired outcomes while using our software. The Customer Success Team Member will support the Customer Succes team in onboarding new customers, providing ongoing support and training, and working closely with the Customer Success team to help deliver best-in-class service.

ClaimDeck sits at the intersection of technology, insurance, and law. ClaimDeck is bringing technology to two very traditional industries that have yet to be fully modernized, and it is doing it in a transparent and elegant way.It improves the processes and outcomes where legal and insurance meet in litigated claims while also improving the working lives of the attorneys and claims professionals operating in this space.If you want to bring positive change to a large segment of the world's economy, ClaimDeck presents you with that opportunity.

The key traits of our core team are reflective of working for an early-stage InsureTech company.We pivot and re-prioritize our workloads frequently.We work closely together in a fun and supportive team atmosphere that, while being remote across the globe, is highly interactive.Laughter and "kudos" are part of all interactions, as well as owning and learning from our failures.

Key Responsibilities:

• Documentation and Reporting: Create and maintain documentation, including customer success playbooks, training materials, and standard operating procedures (SOPs).
• Cross-Functional Collaboration: Work closely with other teams, such as sales, marketing, and product teams, to align customer success efforts. Share customer insights, provide feedback on product enhancements, and coordinate joint initiatives.
• Remember, the specific tasks may vary depending on the organization and the customer success team's structure. It's important to adapt and prioritize tasks based on the team's needs and goals.
• Prepare reports on key customer success metrics, such as customer satisfaction, churn rates, and upsell opportunities.
• Process Improvement: Continuously review and improve customer success processes and workflows. Identify bottlenecks, suggest improvements, and implement automation or tools to streamline administrative tasks.
• Customer Communication: Support customer success managers in communicating with customers via email, phone calls, or other channels. This may involve responding to customer inquiries, resolving issues, and providing general assistance.
• Meeting Coordination: Schedule and organize customer meetings, including regular check-ins, business reviews, and training sessions. Coordinate calendars, send meeting invitations, and ensure all necessary resources and materials are prepared.
• Onboarding and Offboarding: Assist in the onboarding process for new customers, which may involve sending welcome emails, setting up accounts, and providing necessary resources. Similarly, when customers leave, you may handle offboarding tasks such as account closure and data archiving.
• As a customer success admin, your role is to support the customer success team in various administrative tasks to ensure smooth operations and efficient customer management. Here are some common customer success admin tasks:
• Customer Data Management: Maintain accurate customer data in ChurnZero.. This includes updating contact information, tracking customer interactions, and organizing customer files.
• Renewal and Upsell Support: Collaborate with the customer success team to track contract renewals and upsell opportunities. Prepare renewal documents, follow up with customers, and provide necessary information to the sales team for upselling.
• Customer Surveys and Feedback: Assist in gathering customer feedback through surveys, Net Promoter Score (NPS) assessments, or customer satisfaction (CSAT) surveys. Compile and analyze survey results to identify areas for improvement.
• Training and Enablement: Assist in the training and enablement of customer success team members. This may involve creating training materials, organizing workshops or webinars, and sharing best practices.

Requirements:

• Strong organizational skills and attention to detail.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Familiarity with customer success metrics and reporting.
• Proficient in CRM Software preferred
• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving and analytical skills.
• Experience in customer success, account management, or a similar role, preferably in theSaaS environment.

If you have the skills and experience we are looking for and are passionate about customer success, we encourage you to apply for this exciting opportunity.

ClaimDeck is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.