What are the responsibilities and job description for the Customer Success Associate position at Steppingblocks?
Job Brief :
The Customer Success Associate, will have the responsibility for providing exceptional partner support to our higher education partners. The CSA will perform general support during the entire life cycle of the partner including onboarding, training, problem resolution, and will be responsible for renewing customers. The CSA will also help construct and maintain training and FAQ documents to ensure partner success.
Responsibilities :
- Onboarding and training during solutions' launch at partner institutions
- Assisting in the design, hosting, and facilitation of trainings and webinars for partner institutions
- Working with partners to identify their use cases and provide solutions / best practices
- Answering questions and troubleshooting customer technical problems
- Escalating issues to proper teams using tickets and other communication channels, when necessary
- Generating content for customer success newsletters
- Collecting and analyzing customer feedback to provide to the Product Team
- Developing and documenting knowledge into helpful content
- Tracking customer service KPIs and metrics
- Develop superior customer service relationships with clients
- Proactively learning Steppingblocks' solutions, competitive products, and market knowledge
- Updating all interactions and tasks in the HubSpot CRM application
Qualifications :
Perks