Customer Success Associate

Symmons Industries•Braintree, MA

11d•$60,000 - $75,000•Remote

About The Position

The Customer Success Associate will support Symmons Evolution, a fast-growing IoT technology platform that is changing the way buildings operate. Business has rapidly accelerated, and the company has won recent industry-leading awards in Sustainability and Innovation. This role is for an energetic, entrepreneurial-minded individual to help scale the technology platform to thousands of new buildings across North America, aiming to become a multi-million-dollar business within 2-5 years.

Requirements

Bachelor’s Degree Required
Strong ability to empathize with and service customers
1+ years of Customer Success Associate/Business Development/ Account Management experience or related roles preferred
Knowledge of best practices in customer support and retention
Strong written and verbal communication
Strong aptitude for technical software products (firmware/software)
Must be decisive, iterative, and agile in the face of imperfect data
Works well in a changing environment and can pivot and redirect as the needs of the business grow and change
Comfortable with learning about new software technology / tech savvy – has ability to teach and show others how to use new software
Able to multi-task and is comfortable taking on additional responsibilities as required
Committed to a culture of creativity, transparency and failing fast – not afraid to try new things, learn and keep moving forward!
Self-motivated and willing to ask clarifying questions and challenge the team

Responsibilities

Assist in building and maintaining customer relationships, focusing on product adoption, satisfaction, and retention.
Assist operational support to streamline growing processes and integrations as business scales.
Remote Customer Training (via Zoom / Teams) on Evolution building management hardware, sensors and customer facing UI.
Identify customer needs, respond to customer queries, and cross-collaborate with internal departments and partners to optimize the customer experience.
Support new and existing customers by serving as primary end-to-end Evolution contact for on-boarding, training, product fulfillment, and renewal.
Establish customer support policies and standard operating procedures.
Provide high-level technical and product support to increase product adoption.
Identify, use, and adjust metrics like churn rate, customer retention cost (CRC) and expansion percentage.
Work closely with the Evolution team across all levels (CEO, Director of Product, Engineering, Marketing, Sales, and Operations).
Coordinate and manage some outside service providers including but not limited to software development, suppliers of hardware, 24/7 call center.
Ability to travel up to 10% as required with possible overnight stays.