Skills & Competencies for Customer Success Associate III

Customer Success Associate III job profile

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JOB SUMMARY for Customer Success Associate III

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 III

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 III SALARY RANGE

BASE 50%
$95,764
TOTAL 50%
$103,010
Job Level
P03
Job Code
SM15000515
Education/Degree
Bachelor's Degree
Reports To
Manager or Head of a Unit/Department

Customer Success Associate III 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 III 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 III

1 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -3
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)
Knows how to investigate complaints to identify root causes.
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Level 2 Behaviors
(Light Experience)
Tracks customer concerns to find appropriate solutions to their complaints.
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Level 3 Behaviors
(Moderate Experience)
Works with other teams in responding and addressing customers to prevent future complaints.
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Level 4 Behaviors
(Extensive Experience)
Trains staff and management in handling and resolving customer complaints to improve customer outcomes.
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Level 5 Behaviors
(Mastery)
Leads customer complaint resolution process from investigation to resolution to optimize service delivery.
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2 Job Family Competencies – Customer Retention
Proficiency Level -3
Skill definition-Attracting, retaining, and converting customers into loyal buyers to reduce attrition, increase ROI, and acquire new customers.
Level 1 Behaviors
(General Familiarity)
Describes an effective customer lifecycle used in the retention of customer base.
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Level 2 Behaviors
(Light Experience)
Compiles a list of customer trends and product feedback to improve customer retention.
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Level 3 Behaviors
(Moderate Experience)
Checks formulas used in calculating customer retention rates to ensure accuracy of data.
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Level 4 Behaviors
(Extensive Experience)
Delivers customer retention strategies to increase customer lifetime value and reduce churn rates.
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Level 5 Behaviors
(Mastery)
Builds strategic plans to highlight and address concerns of customer retention.
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3 Customer Success Associate III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Success Associate III
Proficiency Level - 4
5 Competency for - Customer Success Associate III
Proficiency Level - 5

11 soft skills or competencies (core competencies) for Customer Success Associate III

1 Core Competencies – Customer Relationship Management
Proficiency Level -3
Skill definition-Applying principles, practices and guidelines to interact and build a good business relationship with customers.
Level 1 Behaviors
(General Familiarity)
Explains the concepts and principles of customer relationship management.
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Level 2 Behaviors
(Light Experience)
Assists in analyzing customers' behavior and lifestyle to manage unpredictable growth and demand.
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Level 3 Behaviors
(Moderate Experience)
Anticipates customers' needs based on historical trends to improve profitability.
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Level 4 Behaviors
(Extensive Experience)
Demonstrates customer-centric business culture to win new business from existing clients.
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Level 5 Behaviors
(Mastery)
Designs solutions to recognize and effectively create strong customer-brand relationships.
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2 Core Competencies – Self-Motivation
Proficiency Level -4
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)
Describes benefits of personal drive to achieve goals or standards.
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Level 2 Behaviors
(Light Experience)
Commits to personal and organizational goals.
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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)
Creates a vision board with company goals and objectives to increase motivation within the team.
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Level 5 Behaviors
(Mastery)
Delivers training activities to build continuous self-motivation and confidence across our organization.
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3 Customer Success Associate III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Success Associate III
Proficiency Level - 4
5 Competency for - Customer Success Associate III
Proficiency Level - 5

Summary of Customer Success Associate III skills and competencies

There are 0 hard skills for Customer Success Associate III.
12 general skills for Customer Success Associate III, Customer Complaint Resolution, Customer Retention, Customer Satisfaction, etc.
11 soft skills for Customer Success Associate III, Customer Relationship Management, Self-Motivation, Attention to Detail, etc.
While the list totals 23 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 III, he or she needs to be skilled in Customer Relationship Management, be skilled in Self-Motivation, and be skilled in Attention to Detail.

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