The Customer Success Associate (CSA) is expected to support all activities related to helping our customers achieve their goals through the effective use of ClearPoint’s strategy reporting software.
Initially, the CSA will work across both the Implementation and Services Team and Relationship Management teams within Customer Success to deliver consistent value across the entire customer lifecycle, which in turn leads to high renewal rates and expansion opportunities. After the core customer success skills are mastered, the CSA will have the ability to join either the Implementation Services or Relationship Management teams based on their interests, abilities, and business needs.
Exceptional communication, problem solving, and relationship skills are needed to be successful at this entry-level position. The ideal candidate possesses an eagerness to learn, is motivated to achieve and own results, and a team mindset.
Responsibilities
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Build strong relationships with customers by delivering on promises and by going the extra mile to meet expectations- Maintain high levels of engagement and communication with customers throughout the customer lifecycle
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Customer Support:
- Monitor, respond to, and master user support requests
- Work to find, analyze, and resolve customer issues.
- Create end-user support documentation
- Communicate the root cause to customers in non-technical terms.
- Proactively identify customers experiencing repeated issues or requests that are not resolved to the customer’s satisfaction
- Escalate issues, as needed
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Relationship Management:
- Work closely with the Customer Success Managers to document and maintain continuous knowledge of accounts
- Own and manage the success of a portfolio of assigned ClearPoint customers to deliver consistent value across the entire customer lifecycle
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Implementation and Services:
- Support the onboarding and implementation of new customers across a diverse set of industries
- Coordinate and deliver basic trainings with end users at organizations onsite and remotely
- Other:
- Provide recommendations about how to improve customer experience
- Develop expertise in strategy and performance management
- Work cross-functionally with Sales, Marketing, and Product to help customers get time to value quicker
- Test new features and functionality
- Contribute towards the development of a strong team environment by upholding high work standards
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Key Result Areas
- Support: Resolve customer issues ensuring high levels of customer satisfaction
- Onboarding: Decrease “failure to launch” by successfully onboarding customers
- Adoption: Help customers ensure quantifiable value realization from their use of ClearPoint throughout the customer lifecycle and with the adoption of emerging features and functionality.
Required Education and Experience
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Bachelor’s degree, which can be substituted in the following ways:
- Associate degree with two years of relevant experience or
- Four years of relevant experience
- Knowledge of Microsoft Office required
Preferred Education and Experience
- Basic knowledge of strategy and performance management
Hybrid Work Breakdown
- Hybrid position based in Arlington, VA.
- In-Office for New Hire Onboarding for first 90 days (40 hours / week)
In Office (3 Days)
Remote (2 Days)
Departmental and Team Meetings (3 hours / week)- Training and Upskilling (1 hours / week)
- Collaborative Work (6 hours / week)
- Customer requests and calls (9 hours / week)
- Individual project work (3 hours / week)
- Customer deliverables (2 hours / week)
- Customer requests and calls
- Individual project work
- Customer deliverables
Why Work For ClearPoint?
- The chance to get in on the “ground floor” of a tech company with startup energy
- The ability to make a difference from day one
- Fantastic colleagues and customers
- A structured mentorship program with budget and resources for career development
- A competitive salary, bonus program, and benefits, commensurate with your experience
- Fully paid health, dental, and life insurance
- 401(k) program
- Company organized volunteer days
- Employee referral bonuses to encourage the addition of great new people to the team
- Team events and offsite retreats
- Open vacation policy
Interested?
Please read this posting carefully, visit our website, learn about us, and then apply. To be considered, please fill out the form and attach your resume. We needed someone yesterday, and we are excited to grow our team, so if you're a good fit, expect this process to move quickly.
Pre-Employment Background Checks
All offers of employment are contingent upon clear results of a thorough background check. Background checks will be conducted on all final candidates and on all employees who are promoted, as deemed necessary and may include: Social Security Verification, Criminal History, Credit History, Personal and Professional References, social media, Prior Employment Verification, Educational Verification, and Motor Vehicle Records. ClearPoint reserves the right to modify this policy at any time without notice.
EEO Statement
ClearPoint Strategy provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, or genetics. We seek to build a diverse staff representative of the communities we serve. All qualified applicants are strongly encouraged to apply.
Physical Requirements
This is sedentary work requiring typing and other and repetitive motions. Vocal communication is required for expressing or exchanging ideas by means of the spoken word. Hearing is required to perceive information at normal spoken word levels. Visual acuity is required for operation of a computer and for observing general surroundings and activities. The worker is not subject to adverse environmental conditions.
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