Please be aware that for this position, the candidate is required to be located in Brazil. Position OverviewThis is an exciting and challenging customer advocacy opportunity in a software environment. As a Customer Success Associate, you will be responsible for the loyalty and retention of a large portfolio of Intelex customers. You'll work with customers on both a proactive and reactive basis through email and Teams/Zoom sessions, with a primary focus on customer success and satisfaction. While prior customer success and/or EHSQ familiarity with the EHSQ industry is highly valued, the ideal candidate is someone who works hard, is organized and highly adaptable, demonstrates strong analytical thinking, desire to problem solve, and is willing to go above and beyond to help our customers.
Responsibilities and DeliverablesOwn the ongoing Intelex relationship with assigned customers as it relates to increasing adoption, ensuring retention, and securing loyalty.Provide reactive assistance to a segment of customers as required.Aid in the refinement of the digital CS experience.Work to establish a trusted/strategic advisor relationship within your portfolio of customers and work to drive value of our products and services.Evaluate and identify opportunities to drive process and system improvements to positively impact solution experience.Advocate customer needs/issues across Intelex departments.Inform and educate customers of Intelex initiatives and product updates.Manage the risk identification and tracking process until issue resolution.Identify success stories and secure customer references.Create customer campaigns to increase customer engagement.This position reports directly to Manager, Customer Success.QualificationsSkills & Work Traits:Strong written and verbal English communication skills are a requirement.Extraordinary people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types.Highly organized with impeccable attention to detail.Strong problem solver with ability to analyze and make educated decisions.Compelling communicator both written and verbal; communicating with C/VP/Director level audiences, and the ability to present technical issues to a non-technical audience.Results driven with a proven ability to project a positive attitude.Thirst for knowledge and willingness to learn.Intelligent, self-motivated, quick thinking, and fast learning.You have a demonstrated track record of maintaining customer retention rates and high levels of customer satisfaction.Understanding of Environmental, Health, Safety or Quality is considered an asset.Have a grasp of software application requirements / architecture and the desire to learn.Prior experience with CRM and Support applications is a plus.Experience:Experience in the technology industry (preferably SaaS) in Customer Success, Account Management, Consulting, Project Management or Engagement Management.Experienced in campaign development and content creation.Proven to have strong relationship building skills.This position may require up to 15% travel.Ability to drive 90%+ customer renewals and customer success rates.Ability to show examples of getting to "Trusted Advisor" status within your accounts.EducationBachelor's Degree or College Diploma in Computer Science/Information Systems, or equivalent Experience.Other RequirementsPlease note that this role requires a satisfactory Criminal Background Check and Public Safety Verification.
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