Customer Success Associate jobs in Tampa, FL

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Associate Customer Success Manager
  • Validity
  • Tampa, FL FULL_TIME
  • About the Role
    In this role, the Associate Customer Success Manager (ACSM) has a strong focus on clients, their email programs and how to troubleshoot any issues they are having with email deliverability, based on the data and tools customers have available to them through Validity’s Everest platform.


    The ACSM is responsible for delivering ongoing proactive and reactive support of our customer community. “Community” refers to the customers who, based on spend, do not receive a dedicated Customer Support Manager for general product and support inquiries, but instead their requests are managed through a team of Associate Success Managers via a queue. In addition to managing a queue of incoming requests, ACSMs are also responsible for delivering proactive outreach to the community, ensuring timely, relevant and meaningful information is shared that will improve customer adoption, retention and the overall customer experience.
    Each day will vary but an ACSM can expect a typical day to consist of managing the incoming customer request queue alongside other ACSMs, providing general guidance and instructions to customers, problem-solving customer issues, and proactively reaching out to customers with relevant content and periodic check-ins.

    Team Dynamic

    The Associate Customer Success Manager reports to the Director of Customer Success. The ACSM works very closely with their Community CSM team to manage the queue of customer inquiries focused on resolving customer requests as quickly as possible and delivering an exceptional customer experience. The ACSM also works very closely with the Customer Support team in transferring queries to them which require more technical support and vice versa. The ACSMs also work alongside Dedicated CSMs (owning 1:1 customer relationships) for sharing best practices but also to ensure smooth handover of customers moving across dedicated/pooled as well as with the team responsible for onboarding new customers.


    We are looking for a candidate who is positive, driven and has a customer-first mentality. The candidate must be an exceptional team player, as this team’s success requires an equally distributed workload across teams, with efficient execution of customer queries whilst maintaining high service standards and customer satisfaction. This individual is someone who works well with others, has a “get the job done” mentality and can contribute their own expertise in email and/or customer success to ensure high levels of adoption and customer retention.

    Position Duties and Responsibilities
    • Responsible for fielding incoming customer requests and questions, via email, tickets, and calls and follow up on all actions agreed with the customer promptly
    • Effectively manage customer inquiries that are outside of team scope, ensuring properly routed to the right team and issues are addressed in a timely manner, ultimately owning customer interaction and resolution.
    • Proactively schedules quarterly check-ins with an assigned group of customers, conducting client meetings to communicate best practices, successes and data results.
    • Proactive outreach at scale – help produce and execute a proactive communication plan to customers with “reasons to call” topics that represent specific trends, new/changing requirements, promote new features or address recurring challenges to ensure the outreach is meaningful and customers derive value.
    • Proactive outreach relevance - works to understand how our products best support customers depending on their organizational structure, business model and email and data goals to provide quick and efficient guidance and recommendations to effectively use the Validity tools and solutions at scale.
    • Understand and demo new product releases/features to customers and provide customers with metrics to showcase value over time
    • Ensure stickiness by ensuring the product is used to its fullest capacity and new use cases are identified
    • Work closely with Sales, Support, Marketing, Product, and Executive teams as the internal champion for customers

    Required Experience, Skills, and Education
    • 1-2 years in a customer service/support role, managing customer inquiries in a fast-paced environment with large software customer base. Excellent communication skills and presentation skills
    • Sales acumen to work closely with account executives to support upsell efforts
    • Ability to conduct business analysis and ask questions that reveal answers on how to adapt offerings to meet customer needs
    • Be self-motivated and success-driven
    • Ability to quickly build rapport and build strong and productive working relationships
    • Project management experience to manage post-sale implementations, create and execute post-sale meeting cadence with customers to monitor rollout success, help set customer expectations, report on issues, and help mitigate risks in implementations
    • Thrive in a fast-paced environment

    Preferred Experience, Skills, and Education
    • Bachelor’s degree or equivalent years of relevant experience
    • Email Deliverability experience a plus
    • Salesforce configuration or technical background a plus

    About Validity

    For over 20 years, tens of thousands of organizations across the world have relied on Validity solutions to target, contact, engage, and retain customers – using trustworthy data as a key advantage. Validity’s flagship products Everest, DemandTools, BriteVerify, and GridBuddy Connect are all highly rated, #1 solutions for sales and marketing professionals. These solutions deliver smarter email campaigns, more qualified leads, more productive sales, and ultimately faster growth.

    Validity is a truly unique company - massive revenue growth, top-tier investors, 5-star product ratings, proven ability to acquire and integrate top tech companies and welcome them into the Validity family, a winning culture, and a work environment that fosters hard work, trust, and fun.

    Headquartered in Boston, Validity has offices in Tampa, Denver, London, Sao Paulo, and Sydney. For more information, connect with us on LinkedIn, Instagram, and Twitter.

    _____________________________________________________________________________

    Validity is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

    _____________________________________________________________________________

    Please review our Applicant Privacy Notice before submitting any information: Applicant Privacy Notice

  • 1 Month Ago

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Customer Success Manager
  • Noggin
  • Sydney, FL FULL_TIME
  • Why become a Customer Success Manager at Noggin? Customer Success is not just another area of our business – it underpins everything we do. Here at Noggin, we provide solutions to businesses and commu...
  • 19 Days Ago

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Customer Success Engineer
  • SafetyCulture
  • Sydney, FL FULL_TIME
  • SafetyCulture is a customer and product-led SAAS company, our mission is to help working teams get better every day, our technology platform and products give front line workers a voice and leaders th...
  • 20 Days Ago

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Customer Success Manager
  • Ideagen
  • Sydney, FL OTHER
  • Role Purpose Reporting to the Customer Success Team Manager you will play a key role in contributing to Ideagen's objective of creating a positive customer experience and fostering relationships to su...
  • 21 Days Ago

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Customer Success Agent
  • Ideagen
  • Sydney, FL FULL_TIME
  • Role Purpose We are looking for motivated and passionate Customer Success Agent to join our Customer Success and Enterprise Accounts team. Our Customer Success Agents contribute to the ongoing success...
  • 23 Days Ago

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Project Manager - Customer Success
  • Foods Connected
  • Sydney, FL FULL_TIME
  • A LITTLE INFORMATION ABOUT US! Foods Connected is an award winning cloud based software platform that helps retailers and food companies across the world manage their supply chain, quality control and...
  • Just Posted

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0 Customer Success Associate jobs found in Tampa, FL area

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$18.15/hr Onsite Call Center Representative
  • Paramount Staffing LLC
  • Sarasota, FL
  • Job Description Job Description Join Our Dynamic Team - Onsite Customer Success Associate Are you ready to embark on an ...
  • 3/28/2024 12:00:00 AM

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Retail Sales Associate>
  • Talbots
  • Tampa, FL
  • Talbots - International Plaza [Sales Associate / Team Member] As a Retail Sales Associate at Talbots, you'll: Communicat...
  • 3/28/2024 12:00:00 AM

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Bilingual Toll Customer Service Agent
  • ValorVIP
  • Tampa, FL
  • POSITION OVERVIEW: We are looking for Bilingual Customer Service Representatives to support inbound calls and walk-up cu...
  • 3/28/2024 12:00:00 AM

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Bilingual Customer Service Representative (Toll)
  • ValorVIP
  • Tampa, FL
  • POSITION OVERVIEW: We are looking for Bilingual Customer Service Representatives to support inbound calls and walk-up cu...
  • 3/28/2024 12:00:00 AM

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Call Center Sales Representative with Data Entry
  • Akorbi Workforce Solutions
  • Palm Harbor, FL
  • Job Description Job Description We are seeking a skilled Data Entry with Call Center experience(Heavy data entry experie...
  • 3/27/2024 12:00:00 AM

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Client Relations Representative
  • Tamirior Insights Inc
  • Tampa, FL
  • Job Description Job Description Here at Tamirior Insights we commit to our clients and their goals, we have a strong vis...
  • 3/26/2024 12:00:00 AM

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Client Service Associate
  • Cary Street Partners
  • Tampa, FL
  • Client Service Associate Summary of Expectations The Client Service Associate provides primary support to the Wealth Man...
  • 3/25/2024 12:00:00 AM

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Inbound Claims Specialist II - Remote
  • 2-10 Home Buyers Warranty
  • Tampa, FL
  • Inbound Claims Specialist II - Remote Targeted compensation: $19-$22/hrCompensation commensurate with experience and ski...
  • 3/25/2024 12:00:00 AM

Tampa is a major city in, and the county seat of, Hillsborough County, Florida, United States. It is on the west coast of Florida on Tampa Bay, near the Gulf of Mexico, and is the largest city in the Tampa Bay Area. The bay's port is the largest in the state, near downtown's Channel District. Bayshore Boulevard runs along the bay, and is east of the historic Hyde Park neighborhood. Today, Tampa is part of the metropolitan area most commonly referred to as the "Tampa Bay Area". For U.S. Census purposes, Tampa is part of the Tampa-St. Petersburg-Clearwater, Florida Metropolitan Statistical Area....
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Success Associate jobs
$53,347 to $68,232
Tampa, Florida area prices
were up 1.1% from a year ago

Customer Success Associate
Support Customer Success leadership on client calls, account reviews, and follow-ups, making sure relevant feedback is communicated to our internal teams.
August 07, 2022
Act as coordinator and customer advocate for difficult customer issues, including the development and execution of root cause analysis and related plans for corrective action.
January 24, 2023
Provide feedback to the Customer Success and Product teams through identifying and reporting trends in common customer issues and key difficulties that users are experiencing.
March 03, 2023
Drive customer success as a point of contact for customers, advocating for their interests and giving voice to their feedback.
March 16, 2023
Attend on-site client service meetings, employee orientation meetings and health fairs.
May 18, 2023