US Customer Success Associate

NetRoadshow•Birmingham, AL

23h•Hybrid

About The Position

This role will be primarily Customer Success focused with hybrid conferencing duties as part of projects, peak live event times. This role is US based in Birmingham and will be office based on weekdays with WFH at weekends. As part of the shift pattern for this role, once training is successfully completed it will include weekend working. Depending on the needs of the business, the shift will be either Tuesday - Saturday OR Sunday - Thursday. Minimum requirement for the role is experience operating at an event manager level, with the ability to manage client-facing activity, coordinate multiple priorities, and support successful delivery under time-sensitive conditions.

Requirements

Minimum requirement for the role is experience operating at an event manager level, with the ability to manage client-facing activity, coordinate multiple priorities, and support successful delivery under time-sensitive conditions.
Communication skills are essential for Customer Success Associates, as they often communicate with clients and colleagues in writing and verbally. You may also communicate with customers over the phone or video chat. Effective communication is key to building relationships with clients and colleagues, and it’s important to be able to explain complex ideas in an easy-to-understand way.
Customer Success Associates should have a thorough understanding of the products and services they represent. This can help you explain the benefits of the products to potential customers and help you identify ways to improve the products. You can also use product knowledge to identify potential customer needs and recommend products that can fulfill those needs.
Critical thinking skills are essential for Customer Success Associates, as they often collaborate with customers to find solutions to their problems. For example, if a customer is dissatisfied with a product or service, the Customer Success Associate and the Customer Success Manager may collaborate with the customer and cross teams internally to find a solution.
Relationship building skills are also important for Customer Success Associates. You may be responsible for developing and maintaining relationships with customers, colleagues, and other business partners.
Document ALL client interactions, opportunities and recommendations in HubSpot
Pre- and post-show engagement
Outreach to new bankers to introduce NRS.
Quarterly/yearly service reviews
Track SLAs
Quality assurance testing of new features
Develop useful account reports.
Own the RE Docs, ensuring they’re concisely written and easily understood by other teams.
Outage communications
Promoting new features such as Event Hub and Go to Market activity.
Forecast and track key account metrics via HubSpot and POF
Track towards business and customer goals determined in the quarterly account strategy reviews.
Growth in customer retention and success measures
Creating a precise process to ensure we meet all their requirements, which separates us from the competition.
Coach and support initiative-taking behavior of wider Customer Success team to drive customer engagement including sharing of ideas.
Prospecting
Teamwork and Collaboration
Planning
Building lasting relationships.
Critical thinking
Professionalism and strong work ethic
Oral and written communication
Initiative-taker able to motivate others.
Enhance and personalize customer experience.
Emphasis on achieving customer goals.
Ability to manage multiple Projects.
Attention to Detail

Responsibilities

Proactively add value, engage and build relationships with clients related to the successful delivery of NetRoadshow services, meeting SLAs, responsible for escalations, outage communications, and ensuring excellence.
Position in the market, their product/service goals, and competitive landscape via Quarterly Account Reviews with sales.
Cross team collaboration with sales to achieve goals determined in quarterly account review process for specified accounts and generate revenue.
Responsible for collaborating with internal teams to onboard and integrate new Customers and develop existing customer relationships.
Proactively service customer requests for specified primary and secondary accounts per RE DOC or other customer preferences.
Collaborate closely with the global CS team to provide coverage of data@ emails from all clients, always ensuring a cross-team effort.
Build, maintain, and grow, long-lasting customer relationships.
Lead and collaborate with cross-team initiatives for go-to market new features to discuss and drive adoption.
Proactively ensure accuracy of the NRS Service requested from set up to expiration/pricing- to phase out including close collaboration with IT and Training where necessary to improve processes.
As necessary, attend conferences and other industry events to capitalize on networking and relationship-building opportunities.
Promote a cross-team approach to create a better customer experience.
Manage Customer input and feedback for all projects with detailed direction and timelines.
As part of projects / peak times assist with live events including booking, running and overseeing high profile calls