Skills & Competencies for Customer Success Associate II

Customer Success Associate II job profile

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JOB SUMMARY for Customer Success Associate II

Acts as the customer's trusted advisor providing a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services throughout all phases of the customer lif

JOB RESPONSIBILITIES for Customer Success Associate II

Implements strategies and processes that deliver consistent customer satisfaction and retention. Ensures that onboarding processes are precisely executed to build a strong customer relationship foundation. Utilizes extensive product knowledge, problem-solving skills and training to enhance customer engagements and achieve successful outcomes. Coordinates with internal teams to access additional resources and facilitate the solutions and tools needed by customers. Delivers customer feedback as a voice of the customer to internal teams identifying customer needs, ideas, and challenges. Advocates for solutions, product enhancements, and other actions to meet the needs of customers.

Customer Success Associate II SALARY RANGE

BASE 50%
$75,345
TOTAL 50%
$79,684
Job Level
P02
Job Code
SM15000514
Education/Degree
Bachelor's Degree
Reports To
Manager or Head of a Unit/Department

Customer Success Associate II Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Customer Success Associate II skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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12 general skills or competencies (Job family competencies) for Customer Success Associate II

1 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -2
Skill definition-Determining and investigating root causes of customer complaints to create prompt resolutions and deliver a high-quality service experience.
Level 1 Behaviors
(General Familiarity)
Identifies the importance of showing empathy in handling customer complaints.
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Level 2 Behaviors
(Light Experience)
Responds to unexpected customer requests and resolves complaints positively.
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Level 3 Behaviors
(Moderate Experience)
Makes alternative solutions within agreed time constraints to assure first contact resolution.
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Level 4 Behaviors
(Extensive Experience)
Recommends innovative solutions to mitigate future complex complaints.
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Level 5 Behaviors
(Mastery)
Establishes best practices in customer complaint resolution to provide highest quality of service.
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2 Job Family Competencies – Customer Retention
Proficiency Level -2
Skill definition-Attracting, retaining, and converting customers into loyal buyers to reduce attrition, increase ROI, and acquire new customers.
Level 1 Behaviors
(General Familiarity)
Explains the impacts of customer retention on client success and revenue growth.
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Level 2 Behaviors
(Light Experience)
Identifies service-related issues affecting customer retention.
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Level 3 Behaviors
(Moderate Experience)
Executes customer journey mapping to determine customer perspectives and maximize retention rate.
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Level 4 Behaviors
(Extensive Experience)
Improves the efficiency of customer retention efforts to drive business cost-effectiveness.
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Level 5 Behaviors
(Mastery)
Establishes customer retention metrics to reflect the percentage of retained customers.
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3 Customer Success Associate II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Success Associate II
Proficiency Level - 4
5 Competency for - Customer Success Associate II
Proficiency Level - 5

10 soft skills or competencies (core competencies) for Customer Success Associate II

1 Core Competencies – Customer Relationship Management
Proficiency Level -2
Skill definition-Applying principles, practices and guidelines to interact and build a good business relationship with customers.
Level 1 Behaviors
(General Familiarity)
Gathers client information, past sales, and previous marketing efforts.
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Level 2 Behaviors
(Light Experience)
Identifies sales opportunities to reduce customer complaints and defection.
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Level 3 Behaviors
(Moderate Experience)
Resolves customer relationship management issues to offer better support and increase retention.
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Level 4 Behaviors
(Extensive Experience)
Manages marketing campaigns to conduct business and generate revenue.
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Level 5 Behaviors
(Mastery)
Improves customization of marketing to meet customers' needs and interests.
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2 Core Competencies – Self-Motivation
Proficiency Level -3
Skill definition-Ability to identify one's own strengths, set goals and work hard in achieving goals, standards, and targets without external rewards or punishments.
Level 1 Behaviors
(General Familiarity)
Cites examples and traits of being self-motivated.
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Level 2 Behaviors
(Light Experience)
Clearly defines one's strengths, weakness, aspirations, and work styles.
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Level 3 Behaviors
(Moderate Experience)
Communicates to employees the benefits, rewards, or sanctions if expectations are or are not met.
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Level 4 Behaviors
(Extensive Experience)
Acts as a role model for positivity, optimism, and hard work.
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Level 5 Behaviors
(Mastery)
Creates a transparent and open working environment within our organization.
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3 Customer Success Associate II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Success Associate II
Proficiency Level - 4
5 Competency for - Customer Success Associate II
Proficiency Level - 5

Summary of Customer Success Associate II skills and competencies

There are 0 hard skills for Customer Success Associate II.
12 general skills for Customer Success Associate II, Customer Complaint Resolution, Customer Retention, Customer Satisfaction, etc.
10 soft skills for Customer Success Associate II, Customer Relationship Management, Self-Motivation, Attention to Detail, etc.
While the list totals 22 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Customer Success Associate II, he or she needs to be proficient in Customer Relationship Management, be skilled in Self-Motivation, and be skilled in Attention to Detail.

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