Customer Success Associate

Location: United States (Remote)

About Worldly

Worldly is the world’s most comprehensive impact intelligence platform — delivering real data to businesses on impacts within their supply chain. Worldly is trusted by 40,000 global brands, retailers, and manufacturers to provide the single source of ESG intelligence they need to accelerate business and industry transformation.

Through strategic and meaningful customer relationships, Worldly provides key insights around supplier performance, product impact, trends analysis, and compliance. When a company wants to change how business is done, we enable that systemic shift. 

Backed by a dedicated global team of individuals aligned by values, Worldly proudly operates as a public benefit corporation with backing from mission-aligned investors. Want to learn more? Read our story.

About The Role

The FFC platform is Worldly’s compliance management solution which provides solutions for social and environmental compliance programs for companies and non-profit organizations with complimentary missions to improve workplace conditions.

The FFC Platform Customer Success team is responsible for the management and relationship with current and potential FFC Customers. The Customer Success team helps maintain and build relationships with their assigned accounts, acting as the bridge between the account (external companies or organizations) and the Product Development & Support team.   The Customer Success Associate will be assigned to less complex accounts and / or those where they will work under the direction and guidance of more senior Customer Success team members as they develop the skills necessary to support their accounts independently.   Additionally, the Customer Success Associate will support other team members on account-specific tasks, including supplier data management.  The Customer Success Associate will report to the Sr. Customer Success Manager.  

What You'll Do

Ongoing Customer Services

• Meet with your customers regularly to ensure they get the most out of Worldly platforms. Understand their needs and with support from more senior team members (if needed), plan how to meet their demands and generate solutions for the customer (i.e., platform configuration or custom development).     

• Assist customers with custom development specifications, create JIRA tickets, obtain development estimates, write proposal / SOW, present to customer, and follow through to get their decision.  

• Monitor development, test all GUI and functional changes, keep the customer informed of progress and when their input is required (UAT approval, etc...). 

• Enlist support from more senior team members and / or Product Development team for complex requests.

• Raise tickets for discovered & reported system bugs or confusing system functions.  Monitor support ticket progress, keep customers informed of status & manage backlog.  

• Track customer support hours and flag usage or customer disengagement concerns with your manager as needed. 

• Assist with customer billing (annual fees and custom development) and receivable collection (resolve invoicing questions and reasons for slow pay).

Quality Assurance, Communication & Customer Engagement

• Participate in Sprint Release bug and customer enhancement testing, including regression testing. 

• Assist with preparation of release notes. 

• Assist with creation of training materials.  

• Update existing training materials and documentation for FFC platform enhancements.

Customer Onboarding

• When prospects become customers, perform or assist more senior team members with the customer onboarding through needs assessment, training, configuration, custom development planning & oversight (engage BA / Product Development Team for complex development), factory data import and general account support.

Supplier Data Management & Other Cross Customer Support

• Monitor Support @ mailbox. Resolve and respond to issues where possible or forward email to correct recipients for resolution.  

• Accept, acknowledge, and process customer submission of Factory lists, handle the deduplication process, and communicate with submitters to resolve questions and issues. 

• Monitor Worldly interface activities and resolve discrepancies.

• Respond to customer inquiries about potential duplicate suppliers on the FFC platform, research and help moderate the factory merging process w