Associate Customer Success Manager

Summary

Join Yottaa as an Associate Customer Success Manager and play a vital role in driving customer engagement, satisfaction, and retention. You will assist with customer onboarding, guide customers in maximizing Yottaa's performance, and collaborate on success plans aligned with their business objectives. This role involves promoting new features, articulating Yottaa's value proposition, and proactively addressing customer inquiries and feedback. You will partner with the Renewal Manager to ensure smooth renewals. The ideal candidate possesses 1-3 years of experience in customer success or a related field and strong communication and relationship-building skills.

Requirements

• Bachelor's degree or equivalent experience
• 1-3 years of experience in customer success, account management, or related field
• Basic understanding of eCommerce, site performance, or digital experience best practices or a strong desire to learn
• Strong communication and relationship-building skills
• Ability to document and communicate customer feedback internally
• A proactive and customer-first approach with strong critical thinking skills
• Operates with a growth mindset and has the ability to learn quickly
• A team player who can collaborate across departments to support customer success

Responsibilities

• Assist with customer onboarding, ensuring a smooth transition from sales and effective implementation of Yottaa
• Guide customers in adopting and utilizing Yottaa to maximize usage and performance impact across an assigned portfolio of customers
• Collaborate with customers to develop and maintain success plans that align with their business objectives
• Promote and drive adoption of new Yottaa features, providing guidance and training as needed
• Clearly articulate Yottaa’s value proposition, demonstrating how it enhances site performance and user experience
• Take initiative in learning Yottaa and our customer’s personas, working towards becoming a trusted advisor
• Act with urgency in responding to customer inquiries, ensuring timely and effective resolution of issues
• Swiftly address customer feedback, analyze survey responses, and implement improvements based on customer insights
• Partner with the Renewal Manager to ensure smooth renewals, proactively identifying and addressing potential roadblocks