The Position

Cleo is looking for a Customer Success Associate that will work directly with existing customers and the CSM team to ensure a smooth onboarding, implementation, and renewal process. This intelligent, empathic, and high energy individual will hold responsibility within the CSM team who serve as the primary customer facing resource for all new and existing customers. Superb ability to interface with Customers, Sales, Services, Support, and Products Team is required.

What You Will Be Doing

• Uphold Cleo’s Customer Success strategy and processes
• Adopt existing, and develop new, methodologies and best practices
• Own day-to-day interactions between Cleo and a subset of customers through 1:1 and 1:many tech touch communications
• Manage and facilitate cross-sell/upsell opportunities sourced within the broader Customer Experience organization.
• Analyze and report on customer usage data, adoption, and project status
• Oversee customer lifecycle processes/touch points and take clients on an optimal customer journey
• Drive the customer escalation process
• Develop ways for Customer Success to deeply understand our customers’ objectives
• Escalate issues appropriately to Services, Support, Product, etc.
• Keep accurate records, including documented customer service actions and discussions.
• Ensure that 100% of interactions are accurately recorded and follow ups scheduled

Requirements

• 3-4 years working at an Enterprise Software and/or SaaS Company in a Customer Success, technical account management or a related field
• Strong written and verbal communications ability
• Proven ability to work in an environment with limited processes
• Experience with Open-Source solutions
• Experience working in a company selling applications, middleware, database, data warehouse, data integration technology or big/fast data technologies
• Experience with annual subscription offerings