Customer Success Associate

Summary

Join Helpshift's Customer Success team and revolutionize customer relations! You will build strong relationships with SMB and mid-market customers, conduct quarterly business reviews, and act as a trusted advisor. Leverage your expertise in Helpshift's platform to educate clients on best practices and resolve issues. You'll be responsible for responding to customer inquiries and working with your manager to handle escalations. This role requires experience supporting SMB customers, data-driven decision-making, and thriving in a fast-paced environment. If you're a self-starter with a bias toward action and a passion for cutting-edge technology, apply now!

Requirements

• Have 1+ years experience helping SMB customers reach their goals, while surpassing your teams’ measures of success in the process
• Have 2+ years professional work experience
• Be data-driven and leverage data to formulate strategic recommendations
• Adapt quickly and thrive in fast-paced, growing, and deadline-driven environments where flexibility and teamwork are critical
• Have experience working in a customer centric role to develop relationships and meet business objectives
• Have directly supported 100+ customers in a business setting and are comfortable with the dynamic nature of shifting priorities on a day-to-day basis

Responsibilities

• Build strong executive and business user relationships with Helpshift’s SMB( Small to Medium Sized Businesses) and mid-market customers
• Conduct quarterly business reviews and work with customers to establish critical goals, or other key performance indicators that aid them in achieving their goals, increasing renewals, and reducing churn
• Be the Helpshift product expert from the business user perspective, and become a trusted, strategic advisor for every customer you engage with
• Support customers with questions across all areas including billing, data performance, contract details and product information
• Communicate your technical knowledge of Helpshift’s platform educating clients on best practices regarding SDK ( Software Development Kit) configurations and internal Dashboard setup
• Work with your manager to handle customer escalations and find resolutions that yields the best outcome for both Helpshift and the customer
• Respond to customers inquiries within 24 hours and, as needed, to high priority client inquiries throughout the day, evening, and weekend when necessary