Customer Success Associate

Summary

Join Ontra, a global leader in AI legal tech, as a Customer Success Associate (CSA) and become a key player on the Contract Automation Customer Success team. Support customer onboarding, implementation, and adoption of the Contract Automation product. Contribute to customer retention and expansion goals by assisting with elements of the customer journey. Become an Ontra app expert and manage Ontra app and Salesforce updates. Efficiently enact the customer journey and help improve customer-facing processes. This role requires at least one year of professional work experience in customer success or customer service, excellent communication skills, and strong organizational abilities. Ontra offers a remote-first working policy, paid time off, parental leave, retirement contributions, and various other benefits.

Requirements

• Experience : At least one year of professional work experience within the customer success or customer service spaces; experience within legal tech or fintech environments preferred
• Verbal & Written Communication: You communicate in a clear, concise, and compelling way, and have excellent professional writing skills and email etiquette
• Diligence and Attention to Detail: Effective project management and consistent delivery of timely, high-quality work
• Organization: You are process-oriented and are comfortable creating and maintaining systems upon which others rely, especially in a global, remote environment
• Efficiency: You have excellent time-management skills, can prioritize tasks appropriately, and work to streamline processes
• Desire to Learn: You have the desire and ability to rapidly learn about our customer base and their different requirements while adapting to new platforms quickly
• Relationship Management: You seek to accurately understand and proactively meet customer needs, establishing a foundation of trust and partnership in relationships with key customer stakeholders

Responsibilities

• Support the speedy onboarding of customers and their implementation of our Contract Automation product; support the department in increasing the adoption and utilization of Ontra’s CA product and its features
• Contribute to the department’s retention and expansion goals by assisting with elements of the customer journey and by helping our Contract Automation customers find value in our CA solution
• Become an Ontra app expert, staying up to date on core processes; and manage all Ontra app and Salesforce updates
• Efficiently enact the customer journey and help constantly improve the company’s customer-facing processes

Benefits

• Remote-first working policy, with office hubs in SF, NYC, Santa Barbara, and London
• Twice yearly team offsites for in-person collaboration
• Paid flexible time off policy
• Paid parental leave and benefits
• Employer-supported retirement contributions, varying by country
• Monthly phone and internet reimbursement
• Company-sponsored LinkedIn Learning accounts, department budgets for professional development, and robust onboarding program
• Various options for medical, dental, and vision insurance