Customer Success Associate

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

📋 Description

• Assist in user onboarding activities, which include communication, scheduling, and tracking progress.

• Conduct basic user training sessions, orientation programs, and follow-up engagement initiatives.

• Analyze usage data and user feedback to detect early risk signals, escalating issues to the Customer Success Leader when necessary.

• Maintain health dashboards, monitor success metrics, and ensure documentation is precise and current.

• Aggregate user feedback, support trends, and actionable insights to pinpoint areas for improvement.

• Create materials for value reviews, training sessions, and cross-departmental meetings.

• Recognize recurring challenges and aid in implementing solutions to enhance the user experience.

• Help develop enablement content, such as user guides, playbooks, and instructional resources.

• Provide administrative and Level 1 operational support for customer success initiatives.

• Work collaboratively across teams to assess user sentiment, analyze data, enhance customer success processes, promote adoption, and facilitate effective onboarding and engagement with RTX digital tools.

⛳️ Requirements

• Generally requires a Bachelor's degree and at least 8 years of relevant experience, or an Advanced Degree with a minimum of 5 years of relevant experience.

• Background in customer support, operations, customer success, onboarding, or a related area.

• Proficient in working with data, dashboards, and usage analytics tools.

• Service-oriented attitude with a strong sense of curiosity and eagerness to learn.

• Capability to collaborate effectively with Product, Engineering, Support, and Change Management teams.

• Knowledge of creating enablement content, user guides, and playbooks.

• Must be a U.S. Person.

• This position is based in the U.S.

• No security clearance is required.

🏝️ Benefits

• Competitive compensation.

• Comprehensive healthcare benefits.

• Wellness benefits.

• Retirement benefits.

• Work/life balance benefits.

• Parental leave, including paternal leave.

• Flexible work schedules.

• Achievement awards.

• Educational assistance.

• Child/adult backup care.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Short-term disability coverage.

• Long-term disability coverage.

• 401(k) matching.

• Flexible spending accounts.

• Employee assistance program.

• Employee Scholar Program.

• Paid time off.

• Paid holidays.

• Annual short-term and/or long-term incentive compensation programs, subject to eligibility and performance.

• Career development and recognition programs.