Assoc Customer Success Analyst

SBM Management is searching for Assoc. Customer Success Analyst! The Associate Customer Success Analyst will be responsible for supporting the development of client relationships that promote retention and loyalty. The individual will work closely with our Customer Success and SOW team and clients to ensure they are satisfied with the data and services they receive and to improve upon areas of dissatisfaction.

Responsibilities   

• Help drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
• Understand customer outcomes by communicating with customers, analyze customer use metrics, and gather other feedback as necessary
• Support roll-out of product features to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in-person
• Support and collaborate CS team initiatives, data collection and analysis, process, procedure and training documentation
• Support and collaborate various SOW projects up to and including supporting SOW data entry and initiatives
• Help identify opportunities for customers to act as product advocates (e.g., testimonials, case studies)
• Marshall necessary resources across the org as needed to support customers’ needs
• Represent the voice of the customer to provide input into the core product, marketing, and sales process
• Collaborate closely with team members.
• Support renewals and expansion opportunities, increased product engagement and usage
• Collaborate with the CS team to identify opportunities for platform enhancement per customers’ needs
• Gauge customers’ levels of engagement through data analytics and provide feedback to the other teams regarding product and service improvements
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
• Develop expertise in all products and solutions that Network for Good provides and be able to train and clearly explain the benefits and functionality of each solution
• Other duties as assigned

Qualifications   

• Relationship Management, Account Management, or similar role for a software product, Data collection & Analytics
• May be required to have a valid driver’s license.
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
• Empathetic, positive attitude with a desire to help our customers reach their goals

Compensation: $21.00 - $22.00 per year   

Shift: Regular full-time   

SBM Management Services, LP and its affiliates are proud to be equal opportunity workplaces. We are committed to equal employment opportunity regardless of race, sex, color, ancestry, religion, national origin, sexual orientation, citizenship, age, marital status, disability, gender identity, Veteran status, or other legally protected status.    

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