SWIVEL is seeking a talented individual to report to the Customer Success Manager, a CSA will play a vital role in ensuring customers achieve their desired outcomes while using SWIVEL's software. CSAs should be customer-focused and aim for mutually beneficial outcomes within the partnership. Working collaboratively with Product Teams, the CSA will be responsible for increasing software utilization, reducing implementation risk, and identify opportunity for business expansion. Why you'll love this role: A Customer Success Associate (CSA) is an essential part of Software as a Service (SaaS) companies in today's climate. As a CSA, you will be responsible for developing and strengthening relationships with customers within your designated territory. You will have the autonomy to create opportunity in increasing adoption and work alongside Account Vice Presidents and Account Managers to earn new business. Essential duties include the following:
- Serves as a key member of customer-facing sales teams and is expected to leverage their extensive knowledge of SWIVEL software to support sales and new business growth.
- Works with customers to build customer success plans, establishing critical goals, to help customers reach their organizational goals and objectives.
- Partners with accounts teams (Account VPs and Account Managers) to uncover cross-selling opportunities.
- Advocates customer needs to cross-functional teams, to include the Director of Customer Success, Marketing, Product, Quality Assurance, Implementations, and Support, and manage customer concerns.
- Identifies dissatisfaction risk and collaborates with internal teams to remediate and ensure renewal of contract and high level of customer satisfaction.
- Creates and delivers monthly reports to highlight customer utilization and provide ongoing recommendations for further optimization. Reports trends associated with customer engagement and presents recommended methodologies to senior leadership.
- Assists customers with understanding how to utilize the software by conducting quarterly training workshops highlighting existing features, and new features and functionalities delivered by product teams.
- Facilitates completion of setup forms, a successful transition to implementation, and conducts on-boarding training for new and existing customers.
Serious candidates will possess the minimum qualifications: - Bachelor's degree in Business with a concentration in Business Administration, Business Management, Marketing, and or Finance field of study from an accredited college or university.
- Minimum of five (5) years of customer service and satisfaction.
- Great interpersonal skills, bring a positive attitude, and effectively collaborate with others within the organization.
- Minimum of two (2) years in Customer Success Management, Account Management, or Sales, and a strong track record of retaining existing clients and contributing to the sales growth within the organization.
- Proficient knowledge of business processes, applicable laws, and regulations.
- Working knowledge of SaaS ecosystem.
- Proficient knowledge of CRM software utilization.
- Advanced organizational, planning, and multi-tasking skills.
- Advanced collecting and analyzing data skills.
- Advanced negotiation skills.
- Advanced managing priorities ands deadlines and problem-solving skills.
- Able to communicate and interact effectively in verbal and written communication.
- Able to work collaboratively and build relationships.
- Able to analyze, organize and prioritize work.
- Able to be adaptable.
- Proficient Microsoft Office skills, including Outlook, Word, and Excel.
- Able to use basic office equipment, including copy machine, personal computer, and fax.
- Able to type 35 WPM.
- Able to travel locally or nationally by car or plane.
- Sit for long periods of time performing sedentary activities.
- Push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.
SWIVEL offers*: - Competitive overall compensation package
- Work/Life balance
- Employee engagement activities and recognition awards
- Years of Service awards
- Career enhancement and growth opportunities
- Leadership Academy and Mentor Program
- Continuing education and career certifications
- Variety of healthcare coverage options
- Traditional and Roth 401(k) retirement plans
- Lucrative Wellness Program
*Based upon employee eligibility
Additional Information: SWIVEL is a Substance-Free Workplace and requires pre-employment drug testing. Please note, SWIVEL does not hire tobacco users as allowed by law. To learn more about SWIVEL, visit our website at If interested, please click the appropriate apply button.