Requirements and responsibilities
About Your Role: The Customer Success Associate is the trusted advisor to our customers. You will focus on relationship building, proactive outreach and driving value and strategic conversations with our SMB and Mid-Market customers. These activities will in turn promote overall customer satisfaction, product adoption, retention, renewals, and spend through the platform. The ideal candidate has a history of success driving value based conversations and consulting with customers on strategic approaches to leveraging SaaS products.What You’ll Do:Provide industry and platform expertise to help customers derive valuable insights from our product Advise customers on best practices in order to drive maximum value and ROI from the platformPartner with Account Managers to build growth strategies for your book of business and work with them to secure successful renewals and expansionsEmpower customers to connect their goals and challenges with Sendoso’s offeringsBuild trusted relationships with key stakeholders within customer organizations to drive adoption, ensure renewals, and create new revenue opportunities Develop customized success plans that both accelerate adoption and provide the customer with a path to achieve their desired outcomes with SendosoTake ownership of new accounts and manage their onboarding in conjunction with the Onboarding TeamLeverage data to develop communication strategies driving the greatest impact at scaleLead online webinars, consultations, and one-on-one demos to educate customers on the features of our productProject manage the customer journey using internal and external resources as neededRun a high-touch process with customers to ensure that they're realizing the full potential of Sendoso’s platformBuild, own, and execute client success and engagement plansLeverage Customer Success technology tools (PlanHat, Salesforce, Tableau, etc.) to understand customer health and run plays to mitigate risk and churn.What You’ll Bring: 1-2 years working in a B2B SaaS environment, Martech industry experience a plusAbility to interact and collaborate with key stakeholders within customer organizations at the Champion and decision-making levelExcellent interpersonal skills, with the ability to communicate efficiently with individuals at all levels A track record of meeting or exceeding performance and retention goals Experience with SalesforceProject management experience is a plusHow you work: You thrive in a fast-paced environment, where you prioritize quickly and leverage resources within the organization.You are intrinsically motivated to educate yourself on the latest industry trends and market research, positioning yourself as our customers go-to person and subject matter expert.How we work:We work sustainable working hoursWe offer “take what you need” PTO, and have a genuine, supportive culture around work life balance and boundaries. We are consistently building, refining and automating processes to aid our work; we encourage each team member to propose and adopt new technologies, frameworks, and processes that make us more effective as an organizationSome of us work near or in corporate offices (pandemic permitting) but many of us work remotely full time. You are empowered to choose the environment that maximizes your happiness, engagement and ability to reach our shared goalsWe provide comprehensive benefits to reward and support our employees What We Believe:One Team - Everyone belongs here, and whether it's your first day or you're the CEO, your voice and ideas matter to us. By embracing the "One Team* core value, we can harness the power of collaboration to drive innovation, overcome challenges, and achieve outstanding results.Fuel Potential - Providing individuals with the necessary tools, resources, and support to enable their success and uplift their potential. We empower our team and lift them to higher levels of achievement, both personal and professional.Real Connections - It's a cluttered, digital world out there, but our connections are real. Personal connections matter, and we want to build real connections with our peers and customers.Unboxed Thinking - We encourage our team to think creatively and approach challenges from fresh perspectives. We believe that by encouraging and supporting diverse ideas, we can uncover innovative/groundbreaking solutions and deliver an exceptional product and experience.Customer Centric - We understand that our success depends on our customers' success, and we are dedicated to giving every customer that wow moment at every touchpoint. At the end of the day, our customers' satisfaction and happiness are our ultimate measures of success.What You'll Love:Comprehensive Medical Plans plans - we’ve got you covered!Take-What-You-Need Time OffLSA (Lifestyle Spending Account) with Compt401K PlanFSA PlanFree General Medical & Mental Health care via HealthjoyVolunteer Time OffBirthday Time OffGenerous parental leave benefits for both birthing and non-birthing parentsAccess to Employee Assistance Programs (EAPs)Financial wellness benefits through Morgan StanleyRemote work environmentWho We Are:Sendoso is where you go to build something bigger than yourself. We’re a venture-backed company with multiple revenue streams, more than 500 customers and 15,000 active users, and tens of millions of dollars of funding. Our company is on an unprecedented growth trajectory and we’re looking for people who want to do great things.Ranked #1 on software review sites like G2, Sendoso helps companies stand out by giving them meaningful, new ways to engage with their buyers and customers. Our award-winning Sending Platform connects online and offline experiences via cloud software, automation, and real-world logistics a feat that few companies have achieved.And we believe that relationships matter, so we’re on a mission to create more human connections in a digital world. If you’re ready to seize tremendous opportunity, take ownership, and do meaningful work that moves the needle, you’re in the right place.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)