Idea Entity is seeking a Customer Success Associate to join our evolving team. The ideal candidate will be an experienced professional that thrives in a fast-paced environment, has expertise in building strong client relationships, and communicates customer needs effectively to internal stakeholders on the product and sales teams. This role is crucial for customer success and 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 Idea Entity's products and services throughout all phases of the customer lifecycle. This role will play a fundamental part in implementation, support and creating long-term, trusting relationships with our customers.
This role will be operating on a hybrid schedule with two (2) telework days a week out of our Herndon, VA office.
Requirements
- Engage with our customers post-production implementation, ensuring extraordinary on-boarding experience, driving user adoption and satisfaction.
- Ensure that onboarding and implementation processes are precisely executed to build a strong customer relationship foundation.
- Utilize extensive product knowledge, problem-solving skills, and training to enhance customer engagements and achieve successful outcomes and ongoing customer retention.
- Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and supporting them in achieving objectives.
- Deliver customer feedback to internal teams identifying customer needs, ideas, and challenges. Advocate for solutions, product enhancements, and other actions to meet the needs of the customer.
- Coordinate with internal teams to access additional resources and facilitate the solutions and tools needed by customers.
- Monitor customer satisfaction and health scores for accounts across the entire customer base.
- Implement strategies and processes that deliver consistent customer satisfaction and retention.
- Utilize CRM to keep track of key account data, opportunities, logging calls and relevant notes.
- Deliver regular account reviews to team and management.
- Learn about the industries and competitive environment customers operate in and provide strategic advice.
- Provide customers with information and assistance regarding product updates and new features.
Qualifications:
- Bachelor’s degree in a related field, such as data analytics, business, or engineering or equivalent experience.
- Minimum of two to four (2 to 4) years of relevant hands-on experience in Customer Success/Technical Account Management or similar roles within an enterprise or software-as-a-service organization.
- Proven record of creating and maintaining business partnerships and relationships with a “do-er” mentality with a hands-on, passionate, curious, empathetic approach.
- Strong organizational skills and self-sufficiency with the ability to balance speed and quality, with a focus on tangible results.
- Strong ability to align technical concepts & features to business needs.
- Passion for partnership and collaboration with multiple teams on a regular basis (Sales, Marketing, Technical Operations, Project Management, etc.).
- Proficient with multi-tasking and navigating competing priorities.
- Excellent verbal and written communication skills, with the ability to connect with a wide variety of audiences at all levels, both internally and externally.
- Excellent analytical and strong presentation skills.
- Meticulous attention to detail.
Nice-to-have:
- Experience in the Government Technology Sector.
- Familiarity with Cloud environments and integrations.
Benefits
- Competitive Health Care Plan (Medical, Dental & Vision)
- Health Savings Account (HSA)/Flexible Spending Account (FSA)
- Retirement Plan (401K, IRA) with employer match
- Paid Time Off (Vacation, Sick, Personal Days and Federal Holidays)
- Paid Training & Development opportunities
- Hybrid work environment
At Idea Entity, our culture is centered around diversity and inclusion where our employees are valued and empowered. We are an Equal Opportunity Employer and employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
