Client Success Associate

CallTower, Inc.•Town of Gates, NY

About The Position

The Client Success Associate will fill a key position at CallTower’s by being a customer advocate and responsible for the satisfaction and growth of our existing customer base. The position will play an active role in assisting unnamed accounts. This individual will primarily work with customer organizations utilizing account management ticketing system to help them achieve key business objectives and successfully utilize CallTower’s offering. The Client Success Associate will work with a cross-functional teams to respond to customer requests and address escalated issues. This individual will work directly with unnamed and maintain accurate and up-to-date records in Salesforce. This individual will to take ownership of customers’ requests/issues and act with a sense of urgency while driving for resolution, and to exceed our customers’ expectations.

Requirements

Associate’s degree preferred or 3 years of equivalent experience
4+ years of Customer Service experience.
Customer focused personality, able to interact and deescalate tense situations.
Working customer service skills, ability to work independently and efficiently to meet deadlines, and adapt to a fast-paced dynamic environment.
Skilled with maintaining up-to-date records of customer interactions in Salesforce.
Excellent verbal and written communication skills, including excellent listening skills.

Responsibilities

Assist with unnamed accounts and become a reliable resource for customers.
Under direct supervision manage the day-to-day operational and tactical aspects of multiple customer escalations; effectively communicate plans, progress and status both internally and to customer organizations.
Respond to customer requests from different sources such as marketing campaigns, inbound phone calls or escalations from our support team.
Understand and relay CallTower’s solution offering to customer; be able to understand customer needs and communicate how CallTower’s solutions can solve those needs.
Address customer relationship issues for unnamed accounts; urgently address customers marked “At-Risk” and take effective actions to save the account.
Assist customers in product migration efforts; communicate the migration path.
Engage and participate in up-sell/cross-sell activities.
Create and provide quotes for CallTower services; process the orders in accordance with internal policies/processes.
Follow up with customers who may feel dissatisfied to ensure issue resolution and a satisfactory conclusion.
Other duties as assigned by management.