Customer Success Associate

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

📋 Description

• Oversee daily incoming inquiries from support email and chat platforms.

• Respond efficiently, collect necessary information, and establish clear expectations with clients.

• Prioritize requests and delegate tasks to the suitable team.

• Monitor requests until completion and keep clients updated.

• Take ownership of weekly maintenance support and follow-ups for designated accounts.

• Maintain regular communication through status updates and check-ins.

• Highlight risks, recurring problems, and emerging client needs to the Customer Success Manager team.

• Collaborate with CSMs on service setup, new orders, launches, and ongoing client success initiatives.

• Troubleshoot issues using internal resources, documentation, and product expertise.

• Recognize trends, document observations, and escalate issues with comprehensive context.

• Provide reproduction steps, assess client impact, and supply relevant information for potential defects.

• Compose clear, empathetic, and action-oriented communications for clients.

• Handle multiple requests with effective organization and prioritization.

• Develop client-management abilities as a foundation for future ownership of a Customer Success Manager role.

⛳️ Requirements

• Must reside in the Greater Philadelphia area for occasional team meetings.

• Excellent written communication skills across email and chat.

• Sound judgment with the capability to discern the appropriate next steps.

• Strong organizational and time management skills in the face of competing deadlines.

• Quick learner with the ability to retain knowledge and apply it with increasing independence.

• Ability to explain technical workflows in a straightforward and clear manner.

• Capacity to work autonomously while actively engaging with a team.

• Proficient in daily usage of Google Workspace, Slack, Teamwork Projects/Desk, Zoho, and ChatGPT.

• Experience in Customer Success, Support, or Account Services in a fast-paced environment (preferred).

• Familiarity with multifamily environments or platforms like Yardi, RealPage, or AppFolio (preferred).

• Background in troubleshooting software workflows and drafting thorough internal notes (preferred).

🏝️ Benefits

• Generous paid time off (PTO).

• Comprehensive healthcare coverage.

• Dental insurance coverage.

• Profit-sharing opportunities.

• 401(k) matching program.

• Fully remote work arrangement.

• Clearly defined progression path toward a Customer Success Manager position.

• Supportive environment with a focus on high accountability.