Client Success Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Contributing to our Client Success processes, policies, playbooks, and values to seamlessly integrate Cherre into our clients' daily operations.

• Documenting internal procedures and establishing a scalable framework to enhance the overall client experience.

• Assisting Client Success Managers with key accounts and daily interactions with both platform users and data partners.

• Overseeing Cherre's Intercom ticketing system to ensure timely responses and resolutions to client inquiries.

• Supporting the Client Success team in collaborative efforts, such as developing quarterly business review presentations, to nurture and strengthen client relationships.

• Aiding the team in achieving clients' business objectives, fostering client loyalty, and enhancing client retention.

• Partnering with the Client Success Team to develop client references and case studies, while collaborating with Marketing, Product, and Sales teams to create client materials.

• Relaying client feedback to the product team and working alongside them to discover solutions that meet or surpass client expectations.

• Managing client escalations and assisting in their successful resolution.

• Supporting client renewals and collaborating with internal stakeholders to execute processes accordingly.

• Identifying opportunities for expansion and aiding clients in assessing new data sources to improve their business results.

• Assisting in the development, upkeep, coordination, and monitoring of project plans and schedules.

• Ensuring that all project documentation is current and appropriately archived.

• Preparing and distributing regular project status updates, emphasizing key milestones, risks, and issues.

• Recording meeting minutes, action items, and follow-up tasks from project discussions.

• Tracking project deliverables and ensuring that all team members are aware of their responsibilities and timelines.

• Providing administrative support to the lead project manager, including scheduling meetings, coordinating travel, and handling other assigned tasks.

• Maintaining and updating project management tools and software.

⛳️ Requirements

• A recognized qualification in Business Administration, Project Management, or a related field.

• At least 1 year of experience in the real estate, insurance, consulting, or B2B SaaS industries.

• Minimum of 1 year of client-facing experience and working with executives.

• Strong proficiency in Excel and CSV data management.

• Demonstrated ability to manage successful business outcomes and drive product upsells.

• Experience using a ticketing system with a proven history of prompt resolutions under tight deadlines.

• Highly organized, with the capability to define milestones, success criteria, and resource allocation to ensure timely delivery.

• An analytical mindset to leverage data and statistics for identifying patterns and anomalies, as well as making recommendations for process or product enhancements.

• Exceptional communication, presentation, conflict resolution, and problem-solving skills, with an emphasis on guiding clients to adopt standard features rather than custom solutions.

• A client-focused mindset in all interactions.

🏝️ Benefits

• Competitive base salary: Salary range of $50,000-70,000 per year, based on experience and performance.

• Equity opportunities: As part of our dedication to shared success, we offer equity options that allow you to partake in the growth and achievements of Cherre.

• Comprehensive healthcare plans: Access to extensive health, dental, and vision insurance plans to keep you and your family healthy and well-supported.

• Paid parental leave: Generous paid parental leave to help you balance family and work commitments during those crucial early days.

• Unlimited paid time off: Recharge and maintain a healthy work-life balance with our unlimited vacation policy, providing you the flexibility to take time off as needed.

• Flexible work schedule: Enjoy the autonomy to manage your work hours in a way that best fits your lifestyle and productivity.