Customer Success Associate - B2B - SaaS Product

Are you looking for a world-class job, with great career boosting partnerships to look forward to?

Our client is the first unified customer experience management platform for the enterprise, providing services in the form of Social Media Management Software (SMMS) They help the worlds largest brands reach, engage, and listen to their customers on Facebook, Twitter, and 23+ other social channels for the purposes of marketing, advertising, research, care, and commerce. Headquartered in New York City with 1,500 employees in 20 offices - its partners include SAP, IBM, Microsoft, and many others across the CXM ecosystem.

As a Customer Success Associate, you will be a member of our Customer Advocacy team, and handle our customers' queries regarding our SAAS products.

What you will do:

- Handling relationships with their customers around the globe and in a wide range of industries.

- After becoming an expert and generalist, you will assist their end-users with non-technical questions and issues, imparting platform knowledge and best practices

- Solving the clients' issues so they can achieve their goals

- Understanding the customers' requirements and finding the best options towards resolution

- Participating in collaborative project teams and coordinating deliverables/deadlines with clients

Candidate Profile:

What you need to have:

- Bachelors degree in Technology, Communications, or related field from a reputable university

- 1-2 years of experience in a customer-facing role

- Demonstrated understanding of Software-as-a-Service revenue model, enterprise software, and social media

- Quick learner who thrives in a rapidly changing environment

- A savvy problem-solver who can apply technical understanding to find the best of multiple paths to resolution

- Ability to build a rapport in the course of one phone conversation or a series of emails

- Clear and concise communicator over email / support ticketing queue

- Poise to react and interact professionally over the phone

- A naturally empathic personality

- Can adjust language and approach for end users of all levels of expertise