Grace Hill is hiring a
Customer Success Associate, Remote - Worldwide

Summary

The Customer Success Associate will assist with administrative tasks of the Customer Success Team, including client communication, renewal workflow, document preparation, updating account records, internal communication, and performance reporting. They must have a high school diploma or GED, two years of customer service experience preferred, strong communication skills, excellent interpersonal skills, and emotional intelligence.

Requirements

• Education/Qualifications: High school diploma or GED required; college degree preferred
• Requirements: Minimum of two years experience in customer service role preferred
• Requirements: Effective time management, problem-solving, and decision-making skills
• Requirements: Strong results focus, balancing performance and people with the ability to use your initiative and work under minimum instruction
• Requirements: Impeccable written and verbal communication skills
• Requirements: Excellent interpersonal skills, emotional intelligence and the ability to effectively communicate with staff at all levels

Responsibilities

• Client Communication: Works in conjunction with the Director of Customer Success and Customer Success Managers in maintaining consistent communication with customers
• Client Communication: Responsible for all renewal workflow within CPQ and Salesforce and the communication to the clients
• Client Communication: Assist in the preparation of documents used in client communication such as Business Reviews and standing calls with customers
• Client Communication: Updates activity notes on all client interactions in Salesforce, and schedules any follow-up tasks or items
• Client Communication: Serves as additional contact on all accounts held by Customer Success Managers and ensures each client is followed up with in a timely manner
• Client Communication: Assists the Customer Success Manager in coordinating customer calls with internal SMEs
• Internal Communication: Record CSM weekly call notes and attendance – create the assignment and assign it out in GHU for absentees
• Internal Communication: Prep for weekly team meeting calls
• Internal Communication: Assist the Customer Success Managers with support ticket status updates
• Renewal & Upsell Execution: Monitors, tracks, completes all renewals, CPQ quotes for the Customer Success Team
• Renewal & Upsell Execution: Assists Customer Success Managers with the execution of contracts as needed
• Performance Reporting: Assist the Customer Success Manager by helping to keep accurate & up-to-date records of client account status, activity, and notes in Salesforce
• Performance Reporting: Pull reports as needed for the Customer Success Managers
• Performance Reporting: Contribute to the overall reporting to leadership & partners by assisting Directors of Customer Success as needed

Benefits

Benefits: Working for Grace Hill, an industry-leading SaaS technology solutions provider in real estate