Customer Success Associate

PFL Tech. Inc•Livingston, MT

5d•$25 - $26•Onsite

About The Position

At PFL a Vomela Company, every role opens a path to grow because your potential fuels our progress. Take pride in being part of a company thriving on the global stage, where our people create immersive brand experiences that leave a lasting impression. Here, you’re not just an employee; you’re an owner with a real stake in our success. Our strength is our people: a global team turning collaboration into extraordinary results. Customer Success Associates are accountable for managing PFL’s MarTech customer base, delivering customer success through outstanding execution, communication, and teamwork.

Requirements

2+ years customer service experience and a proven passion for customer success.
Deals effectively with ambiguity and situations where there is not a single “right” answer
Dynamic, self-motivated, high-energy team player who inspires others
Demonstrates resilience in the face of adversity
Willing to give and receive feedback to improve performance of self and others
Identifies and analyzes significant problems and opportunities
Recommends innovations that result in changes to existing services, procedures, and policies
Evokes trust from others by keeping commitments and adhering to high ethical standards
Impeccable attention to detail
Sets high “stretch” standards of performance for self and all co-workers
Accurately assesses the opinions and feelings of others; patient, empathetic, listens actively
Demonstrates consistent logic, rationality and objectivity in decision making
Familiar with basic business and accounting concepts
Demonstrates basic adherence to project management principles and use of project management software
Represents PFL/Vomela and the values we stand for: CARES ( Commitment, Accountability, Respect, Excellence, Service)
Proficient in navigating both internal and external software systems. Demonstrates the ability to use various software platforms efficiently and effectively including but not limited to: ADP/Timeclock, PFL Database, Microsoft Products, Confluence
Execute physical tasks required to successfully perform CSA position such as standing/sitting for 8–hour shifts. Occasionally lifting, and transporting objects weighting up-to 20 pounds
Variety of functional movements including grasping, lifting, carrying, pushing, pulling, reaching, twisting, bending, stooping, climbing, and more.

Nice To Haves

Ask thoughtful questions before proposing solutions
Take initiative to recommend improvements instead of simply fulfilling requests
Are energized by goals, performance metrics, and continuous improvement
Build trust by understanding customers’ business, not just their project specifications
Combine relationship-building with accountability for results

Responsibilities

Provide outstanding day-to-day customer service via phone and email
Attend team huddles to discuss team workload and priorities to ensure customer success
Manage customer inventory levels to minimize disruption of service due to insufficient inventory without overstocking
Perform duties necessary to launch new campaigns on time for customers, including but not limited to: timeline management through clear communication, program administration, procurement of physical items, production oversight, and facilitation of customer testing.
Maintain open communication with Customer Success Managers regarding customer needs, new opportunities, customer problems, and how we will deliver success to each customer
Generate and deliver periodic reports to customers
Document customer-specific processes in Standard Work
Create, participate in or manage one-off projects as directed
Work effectively with all areas in the company to ensure customer success
Contribute to continuous process improvement within the team and within Customer Success