RESPONSIBILITIES
The Customer Success Associate (CSA) will play a pivotal role in engaging current clients and ensuring that they fully utilize the value proposition of CluePoints. The CSA will leverage the collective adoption statistics from the CluePoints customer base to shape commercial insight and educate customers throughout their journey in the Customer Life Cycle. The CSA will implement strategies to nurture information sharing through the creation and coordination of outreach programs with a “one to many” mindset. You will also respond to customer inquiries by sharing helpful information or facilitating follow-up meetings with CluePoints SMEs, as needed. Through engagement with clients, the CSA will capture Voice of Customer (VOC), facilitating an efficient feedback loop back to the business.
- This key position will support Nurture Vertical clients, CluePoints’ single-study engagement accounts with limited near-term growth potential, focusing on their needs.
- Work closely with internal stakeholders to ensure clients receive appropriate communications and content to educate them on how to effectively and efficiently use CluePoints’ software.
- Work closely with internal stakeholders to plan strategies to manage client’s Net Recurring Revenue (NRR) and Gross Revenue Retention (GRR) goals as internal growth objectives. NRR reflects the ability to retain and expand customers. NRR calculates total revenue (including expansion) minus revenue churn (contract expirations, cancelations, or downgrades) and should be greater than 100%. GRR reflects the ability to retain customers, calculating total revenue (excluding expansion) minus revenue churn (contract expirations, cancelations, or downgrades), and can only be 100% (of what they started with) or less.
- Develop expertise in all CluePoints’ solutions and all relevant features and functionality, including new products and capabilities as they are introduced to the community.
- Monitor customer usage and engagement with the CluePoints platform to identify potential opportunities and risks.
- Provide regular updates to Business Development colleagues regarding customers, including potential opportunities or threats to CluePoints platform adoption.
- Provide input on and contribute expertise to ensure the highest quality for CluePoints deliverables ensuring realization of value for customers.
- Resolve client’s issues in a timely manner, ensuring high levels of customer success.
- Deliver best-practice consultation whenever possible.
- As part of the commercial team, translate customer requirements and needs into CluePoints solutions and effectively communicate needs to the Operations team.
- Monitor your clients closely and communicate with your internal colleagues to ensure a smooth and successful client journey.
- Ensure customer satisfaction is high by monitoring survey feedback to identify early warning signs.
QUALIFICATIONS
- The ability to implement technology with clients that results in a smooth transition and high levels of customer satisfaction.
- A credible individual who will be confident interacting with high level executives but can also equally engage with non-executive contacts.
- A proactive individual who is continually identifying potential issues in a timely manner and communicating these with operations teams.
- A commitment to personal development and high-performance for both themselves and their team.
- Someone who thrives in creating a gold standard in customer success and takes great satisfaction in achieving this.
- A highly motivated person who is client centric and focused.
- The ability to utilize a team and maximize their full potential with CluePoints and their customers.
- A well planned, structured, rigorous individual with a sharp eye for attention to detail.
- Excellent communication skills, both written and verbal, and the ability to engage with high level commercial individuals.
- An individual who has an aptitude for data analytics and basic statistical concepts.
- The ability to travel – estimated at up to 25% of time.
- College degree, preferably in a business or a scientific, or technical discipline.
SOFT SKILLS
- Communicates in a way that makes parties feel understood and validated
- Ability to build strong and trusting relationships
- Structured and highly disciplined individual who can work in a team environment under time and resource constraints
- Sophisticated
- Flexible and adaptable to changing priorities
- Passionate about customer success
- Always striving for excellence
- Self-starter
- “Can-do” attitude
- Team player
- Takes accountability