Customer Success & Support Associate

Evidence Based Associates•Atlanta, GA

1d•$22 - $24•Hybrid

About The Position

This position operates within a dual reporting structure. The Deputy Director, Consulting & Training Services serves as the administrative supervisor of record, with responsibility for performance evaluation, time-off approval, and all HR-related matters. Day-to-day work direction is provided by the Product Manager, who assigns priorities, directs workflow, and contributes performance input to the Deputy Director as part of the annual review process. The role combines reactive customer support (primary) with proactive customer success activities (secondary) — answering inquiries, fulfilling and shipping orders, troubleshooting issues, and proactively supporting customers to drive product adoption, reduce barriers to use, and strengthen renewal rates. Customer success duties are performed during available capacity between support activities. Empower Community Care is the leading global behavioral health organization responsible for developing and distributing evidence-based programs and technologies to help at-risk youth and their families. Our family of organizations includes BSFT, The Carey Group, Evidence-Based Associates (EBA), FFT LLC, MST Services, Orbis, and The Incredible Years (www.empowercommunitycare.com). The Carey Group (CG) is a national consulting and publishing firm that equips justice system and behavioral health professionals with knowledge, skills, and tools to improve client outcomes through staff training, organizational consulting, and evidence-informed intervention tools.

Requirements

Excellent written and verbal communication skills, with comfort conducting outbound customer outreach by phone and email.
Strong problem-solving and triage skills; able to manage support tickets through their full lifecycle and partner with internal product and development teams to resolve complex issues.
Excellent time management and the ability to balance reactive support work with proactive customer success activities.
Highly detail oriented, well organized, and able to manage competing priorities while working effectively within a dual reporting structure.
Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint, SharePoint, Teams).
Bachelor’s degree and/or substantial previous office environment experience.
Experience in a customer-facing role with outbound communication responsibilities preferred.
Must maintain a valid state driver’s license.

Nice To Haves

Previous software application support experience preferred
familiarity with CRM, help desk tools (e.g., Zendesk, Freshdesk), or AI-assisted communication tools is a plus.

Responsibilities

Respond to customer inquiries and complaints in a timely, professional manner; route customers appropriately and create a welcoming experience.
Provide primary telephone coverage and excellent customer service to customers and staff.
Manage and maintain the contact database, ensuring accuracy and completeness.
Manage product inventory in office and through third-party vendor; package and ship products to customers and staff.
Process and manage customer orders through Customer database and Shopify.
Prepare and follow up on customer estimates, invoices, and overdue payments.
Troubleshoot and provide software application support to customers.
Create and review surveys for Carey Group trainings and projects.
Perform other duties as assigned to ensure quality service to staff and clients.
Send welcome emails to new customers across all product lines (TOD Subscriptions, eGuides/eBITS, physical products), including relevant cheat sheets and setup resources.
Schedule and conduct onboarding calls with new subscription customers to review available implementation support.
Review customer usage and subscription data at defined intervals (30, 60, 90+ days post-purchase) and proactively reach out when usage is low or barriers are identified.
Conduct brief check-in emails and calls throughout the customer lifecycle using approved templates; document key notes for follow-up.
Target proactive customer touchpoints per month (calls and emails combined), prioritized by subscription type and recency of purchase.
Execute structured renewal outreach beginning 120 days before license expiration, escalating from email to personal calls at the 60- and 30-day marks.
Track renewal pipeline and flag at-risk accounts to the Product Manager.
Recognize loyal customers and communicate available discounts or additional product offerings at appropriate intervals.
Manage customer satisfaction surveys at post-purchase, mid-cycle, and annual milestones; share results with the Product Manager.
Maintain and use standardized email and call templates for each lifecycle touchpoint.
Track customer success activities and outcomes (renewals, additional purchases, survey responses); provide periodic summary reports to the Product Manager.