(1264) Customer Success Associate

**About Us**:Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.Our US location is growing and we're looking for experienced Customer Success Manager to join our Helpware team.**Customer Success Summary**:A Customer Success Manager is a trusted advisor, responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfactionIn charge of helping our customers reach their true growth potential while maximizing the customer's lifetime value for Helpware, understanding customers' objectives and expected outcomes. As a Product/Service expert, you will help our customers identify opportunities, deliver high-value propositions to help these strategic accounts optimize performance, and grow organically.You'll collaborate internally with management & broader cross-functional groups to provide an outstanding customer experience and drive continuous improvement for Helpware, and will also ensure our customers are engaged with us, loyal to our brand, and promoters of our products. He/she is the main point of contact between our customer and Helpware, being the customer's voice internally**Customer Success Responsibilities**:- Must know the company's products inside and out, and must help customers plan and understand the best ways to utilize their resources to cover current or upcoming business needs.- Oversee the customer lifecycle and ensure ongoing client satisfaction and retention of a portfolio of assigned clients. Successfully closing renewals and seeking out additional expansion opportunities within your book of business- Identify, establish, and strengthen relationships with current and potential stakeholders within your accounts. Generating joint business plans and making sure to convert successful customers into advocates- Conduct periodic business reviews with client executive teams, leading health checkpoints- Act as the face of the company, be a trusted advisor for the client, and the single point of contact for their escalations, and concerns.- Advocate internally for our customers, influencing processes and product decisions- Participate actively in our clients' strategic and growth plans.- Work with Operations to identify, action, and/or provide advice on how to improve business input metrics that drive growth and improve the end-customer experience.- Monitor compliance to SLA agreements and customer operations scorecard, and identify and anticipate risk, while ensuring services are being delivered correctly, cost-effectively, and on schedule.**Customer Success Associate Skills**- Should possess good interpersonal skills and be strong leaders. They need to be organized and have client-facing experience. They should also be good communicators both orally and in writing- Analytical: A strong CSA should be able to understand value from data to identify opportunities- A strategic thinker: The CSA must be able to see beyond the customer's expressed needs and opportunities. He/she needs to understand the direction the market is going towards, and either support the client in finding the best ways to follow the market, or on how to lead change whenever possible.- Should possess good client management skills with the keen ability to identify and prioritize the right inputs and outputs to deliver on agreed service levels.- Demonstrate excellent time-management skills and the ability to work independently while using centralized resources, policies, and procedures.