Customer Success Associate
About The Position
Archipelago is seeking a Customer Success Associate to join our growing team. As a Customer Success Associate, you will be responsible for supporting one or more Customer Success Manager’s book of enterprise accounts from initial engagement to fully developing and realizing the value proposition. You will join in forming enduring relationships that create grassroots and viral demand for Archipelago’s solution. As a byproduct of your engagement and relationships with key direct and channel customers, you will frequently interface with others supporting the account teams, including other department members to help develop and evolve the Archipelago value proposition and platform requirements. Ideally, you have professional experience in account and delivery management, strong customer relationship experience, and comfort working with and understanding data. Experience working in the Software-as-a-Service (SaaS) and/or commercial insurance industries are considered a big plus.
Requirements
- A minimum of 2 years of experience in account management, customer success, and/or consulting in a B2B client-facing position.
- Critical thinking and problem-solving capabilities; proficiency in data / business analysis.
- Strong communication skills; can give an excellent presentation, engage meaningfully with customers, and write an eloquent and concise e-mail.
- Highly organized and inquisitive with an interest in developing business acumen.
- Empathy with a knack for understanding what a customer really needs and why they need it.
- Previous experience of browser-based web apps preferred, with familiarity using third-party tools such as Microsoft Outlook, Excel, PowerPoint, Word, Gainsight, Shortcut (or Jira), Pylon (Zendesk or similar), and Slack also preferred.
- Bachelor's degree required.
Nice To Haves
- Experience in the commercial insurance industry (or other insurance sectors).
- Familiarity working with a similar customer profile, such as real estate owners.
Responsibilities
- Support customer onboarding plans and timelines, prioritizing value delivery
- Collaborate with customer success managers to ensure customer deliverables are synchronized with expectations and repetitive problems are resolved with long term solutions.
- Communicate and consult with customers to align platform deployment timing and configuration. Track timeline and dependencies, including change management.
- Support business reviews and ongoing training, as required.
- Support compilation and messaging of customer feedback and requirements to the product management and product marketing teams to improve service quality.
- Contribute to the continuous improvement, accuracy and efficiency of the customer onboarding process
- Lead management of customer facing FAQs, user guides, and in-app engagements.
- Interpret and diagnose data-related discrepancies to guide appropriate teams to troubleshoot.
- Maintain Support Service Level Agreements (SLA).
Benefits
- Company Equity Program
- Medical, dental, vision and life insurance
- Flexible Time Off
- Mental Health programs
- All benefits are subject to change at management’s discretion.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
101-250 employees
