Customer Success Associate
About this role
Cleo is a cloud integration technology company focused on business outcomes. Every day, we
ensure that each one of our 7,000+ customers' potential is realized by delivering solutions that
make it easy to discover and create value through the connections and integration of enterprise
applications supporting critical workflows. By providing the industry’s most complete and flexible
integration offerings, we are helping our clients build trusted relationships across their partner
ecosystems today, while providing all the control and visibility they need to advance their
business tomorrow.
At Cleo, we are not only passionate about helping our customers achieve success; we are
passionate about our team members. We foster innovation and empowerment through mentoring
in a thriving, high-velocity work environment. Our team members are among the best and the
brightest, working in an environment where strategy, technology, and marketing intersect to
create amazing products. And, we’re only just getting started, so join us now!
Simply put, Cleo ... never stops
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
- 3-5 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
Cleo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
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