About the Role
Validity is looking for an Associate Customer Success Manager to join our team in our Uxbridge office! The ACSM is responsible for creating and nurturing relationships with a set of customers, supporting them with their email programs and help them troubleshoot any email deliverability issues they are facing, by leveraging Validity’s Everest and Certification solutions.
The ACSM is responsible for delivering ongoing proactive and reactive support to our Center of Excellence Community. The “Center of Excellence Community” refers to the customers part of our Center of Excellence team book of business, their requests are managed through a team of Community CSMs, via a queue.
Each day will vary, but the ACSM can expect a typical day to consist of:
- Managing the incoming customer enquiries alongside our other ACSMs by providing general guidance and instructions to customers, solve customer issues,
- Proactively reaching out to customers with relevant content and periodic check-ins.
The end goal is to provide additional value to our customers via our solutions, enable them to achieve their goals and nurture a long-term relationship.
This is hybrid office-based position requiring work 3 days per week in the team's Uxbridge office (Uxbridge town center) location.
Team Dynamic
We are looking for a candidate who is positive, driven, and has a customer-first mentality. The candidate must be a team player, as this team’s success requires to work closely with the other Community CSMs to manage the incoming customers enquiries, a great amount of communication with other teams, whilst maintaining high service standards and customer satisfaction. We are looking for someone who works well with others, has a “get the job done” mentality, and can contribute their own expertise in the email industry and/or customer success to ensure high levels of product adoption and customer retention.
Position Duties and Responsibilities
- Responsible for fielding incoming customer requests and questions, via email, tickets, and calls and follow up on all actions agreed with the customer promptly
- Effectively manage customer inquiries that are outside of team scope, ensuring properly routed to the right team and issues are addressed in a timely manner, ultimately owning customer interaction and resolution.
- Proactively schedules quarterly check-ins with an assigned group of customers, conducting client meetings to communicate best practices, successes and data results.
- Proactive outreach at scale – help produce and execute a proactive communication plan to customers with “reasons to call” topics that represent specific trends, new/changing requirements, promote new features or address recurring challenges to ensure the outreach is meaningful and customers derive value.
- Proactive outreach relevance - works to understand how our products best support customers depending on their organizational structure, business model and email and data goals to provide quick and efficient guidance and recommendations to effectively use the Validity tools and solutions at scale.
- Understand and demo new product releases/features to customers and provide customers with metrics to showcase value over time
- Ensure stickiness by ensuring the product is used to its fullest capacity and new use cases are identified
- Work closely with Sales, Support, Marketing, Product, and Executive teams as the internal champion for customers
- This is hybrid office-based position requiring work 3 days per week (Tuesday, Wednesday, and Thursday) in the team's Uxbridge office location.
Required Experience, Skills, and Education
- 1-3 years in a customer service/support role, managing customer inquiries in a fast-paced environment with large software customer base. Excellent communication skills and presentation skills
- Sales acumen to work closely with account executives to support upsell and cross-sell efforts. Ability to conduct business analysis and ask questions that reveal answers on how to adapt offerings to meet customer needs.
- Be self-motivated and success-driven, with good time management skills. Ability to quickly build rapport and build strong and productive working relationships.
- Thrive in a fast-paced environment.
- Passion for customer care and a focus on customer retention and outcomes.
- Great communication skills both internally and externally. Detail-oriented and curious, enjoys helping others and learning from others.
- Take part in cross-functional projects to improve processes.
- Consistently achieve/surpass goals in terms of metrics and customer feedback/advocacy.
Preferred Experience, Skills, and Education
- Bachelor’s degree or equivalent years of relevant experience
- Email Deliverability experience would be a plus
- Previous knowledge or experience in CRM or SaaS is a plus
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