Customer Success Associate
New
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Spring HealthMental Health
Fully remote positionFull-TimeMiddle
Salary$31.97 - $36.30 per hour
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Job Details
- Experience
- 2+ years
- Required Skills
- Project ManagementGoogle WorkspaceAsanaLookerData entry
Requirements
- 2+ years of experience in customer-facing roles, preferably in a B2B environment.
- Bachelor's degree or equivalent work experience.
- Exceptional organizational, presentation, and communication skills.
- Ability to adapt quickly to change, respond promptly to issues, and devise creative solutions.
- Self-motivated, team-oriented individual with a strong desire to excel in a dynamic startup environment.
- Technical proficiency with tools such as SFTP, ticketing systems, project management, and data entry.
- Proficient use of Google Suite with an interest in adopting and leveraging other software platforms.
- Proven experience presenting information to customers and adeptness at receiving and implementing feedback.
Responsibilities
- Act as a support resource and secondary point of contact for assigned customers, working closely with designated Strategic Customer Success Managers (SAM) to ensure seamless service delivery.
- Collaborate with cross-functional teams to resolve customer issues and ensure a seamless customer and member experience.
- Participate in customer meetings, coordinating, supporting and addressing customer needs and concerns.
- Assist in the creation and maintenance of project management documentation such as Gainsight and Asana Customer Dashboards.
- Maintain accurate customer information in Spring Health Admin, including detailed notes and auditing.
- Investigate and resolve member issues, collaborating with SCSM on resolution steps.
- Track and maintain cross-functional department requests including reporting, marketing, invoicing, and clinical support requirements.
- Compile Quarterly Business Review (QBR) slide decks by extracting data from Looker.
- Coordinate the preparation and distribution of member marketing materials and organize customer events.
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