Customer Success Associate

Accountabilities:

• Support Tier 3 level faculty by responding to faculty email and requests in a queue-based system

• Respond effectively to inbound customer inquiries and concerns

• Coordinate scheduling virtual meetings for Customer Success Managers

• Support Customer Success Mangers by assisting with initiatives, completing tasks, and updating internal product/process documentation

• Enact established customer journeys

• Monitor product usage to identify intervention opportunities

• Identify churn risks and upsell opportunities for sales team

• Serve as a product expert by staying up to date on product offerings

• Document faculty interactions and market feedback

• Facilitate answering internal product questions

• Assists internal teams with making edits to customer facing product training materials and resources

• Assists stakeholders by entering data, creating spreadsheets, and updating presentations/reports

• Look at requests from faculty, answering emails and resolving tasks

• Other adhoc tasks assigned

Corporate Values:

1. Passion For Winning

2. Boundarylessness

3. Customer Focus

4. Innovation

5. Valuing People

Qualifications:

• Bachelor's degree holder or completed at least 2 years level in College (no back subjects/incomplete units)
• Must have at least 2 years relevant experience
• Excellent communicator (both written and verbal), and strong presentation skills
• Knowledgeable in Microsoft Word, Excel and PowerPoint
• Familiarity in different CRM tools
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Additional for internal applicants:

1. Minimum of 24 months in his/her current role; High Potential candidate for a leadership/support role.

2. Endorsement from Supervisor and BU stakeholder

3. Completion of Yellow belt Six Sigma online course

4. Lead a successful CIM project (JDI. RIE), RPA/Automation project signed off by manager.

5. Completion of required Skillsoft/facilitator-led training pre-determined by HR, Division Management team or BU.

6. Monthly KPO consistently hitting or exceeding the target.

7. No Attendance Issue.

8. PDP score should either be 1 or 2 from previous year.

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