Associate Customer Success Manager

Comply

7d•$66,000 - $71,500

About The Position

This position has high expectations as you will have extensive exposure to our Product Management and Sales teams at all levels. If you excel in this role, there is potential for advancement, learning, and overall career development within the organization. As an Associate Customer Success Manager, youâll play a crucial role in building an excellent customer experience for thousands of Comply customers. A Associate CSM will be instrumental in supporting the build of programs, content and experience that drive adoption and value for our customers. These customer represent no only a major percentage of revenue, but also great potential growth for the business. Associate CSMs manage a higher volume of customer using a team-based approach and leverage data-driven programs to support customers with the right touch at the right time. The Associate CSM role is a perfect role for someone who has exceptional drive to execute and iterate on one-to-many customer experiences, loves helping customers, has an analytical mindset and is a strong writer. You will support the creation and iterate of our digital customer experience and help roll out process that automate the customer journey. You will leverage data and technology to be proactive in educating and delivering value to our largest customer base. An Associate CSM will thrive by having ownership over the customer experience and use analytics to drive decision making.

Requirements

2+ years of experience in a customer-facing role (account management, support, or project management experience) for a software company
Experience in CX or analytics platforms
Proficient with tools such as Slack, Microsoft Product Suite (Outlook, PowerPoint, Excel)
Comfortability using and learning new software â spreadsheets, CRM, email marketing, support, automation, productivity, and presentation software are all part of your toolbelt
Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
Ability to analyze information, make connections, and demonstrate deep-level thinking
Ability to prioritize, multi-task, and perform effectively under pressure
Exceptional communication and presentation skills (both written and verbal)
Experience working with cross-functional teams (Marketing, Finance, Product, Sales, Support) to provide Voice of the Customer
Experience with building, analyzing, and interpreting customer data to influence stakeholder decision-making
Demonstrated ability to grasp complex topics and succinctly communicate these topics at levels of varying complexity based on audience

Nice To Haves

Experience in/understanding of financial services industry is preferred

Responsibilities

Embrace the Complyâs value proposition and how it relates to the strategic goals of our clients; provide support, actionable advice, and useful content to drive impact
Dynamic guidance of the customer lifecycle, with a heavy emphasis on product adoption, to deepen value realization
Analyze and interpret data as it relates to impact and implementation to initiate proactive solutions
Closely monitor and report on key metrics, milestones, and client NPS; analyze trends to monitor client health throughout the client journey
Establish deep knowledge of Comply products and services and how each relates to specific client goals
Proactively inform leadership and account team partners of lifecycle risks & opportunities; when risk surfaces, project manage solutions-focused resolutions
Prioritize outreach efforts to mitigate churn and position for expansion/growth
Partner as a customer advocate by providing product and process feedback to management and/or internal teams as necessary
Partner with Customer Education to produce high-quality, professional resources to support clients goals and value realization
Conduct engaging presentations for client groups, including webinars, office hours, optimization calls, etc.
Participate in team projects that support goals and initiatives of the department
Be an innovative and collaborative thought leader, continuously assessing team support for all clients and determining new strategies or services that will better drive Comply, implementation, usage and value realization.