Client Success Associate

Objectives of this role:
Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction.
Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team.
Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings.
Maintain existing customer-success metrics and data as directed.

Responsibilities:
Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
Facilitate interaction and workflow among project teaUpgrade to see actual infombers, including third-party service providers, to ensure timely deliverables.
Collaborate, problem-solve, and/or strategize with teaUpgrade to see actual infombers on upcoming client meetings.
Work with sales and marketing teams to boost customer referrals and develop case studies.

Required skills and qualifications:
Min 3+ years of experience in communications, account management, or customer success.
Strong skills in verbal and written communications, strategic planning, and project management.
Analytical and process-oriented mindset.
Knowledge of SEO.
Ability to work effectively across multiple departments in a deadline-driven environment.
Active team player, self-starter, and multitasker who can quickly adjust priorities.