Skills

Communication Leadership Data Analysis Salesforce Negotiation Sales Attention to detail Training Process Improvement Marketing Organizational Skills Team Development

Job Specifications

An Insight Global employer is looking for a Customer Success Associate to join the customer operations team. This person's main responsibility is to support Customer Success Managers and internal teams by ensuring operational excellence across customer experience, revenue recognition, churn mitigation, and continuous improvement. You play a key role in conducting audits and managing transactional efforts to deliver exceptional service. Success in this role requires strong organizational skills, attention to detail, and expertise in business operations and customer success, including workflow optimization, customer engagement, and alignment with company goals.

Must Haves

Minimum of 2-3 years of Customer Success, Account Management, or Business Operations experience in a leadership role with negotiation, growth, & customer success.
Ticketing System Experience

Plusses

Associates or Bachelor's Degree
Background in clinical, healthcare, or medical space
ITIL/PMP Certification
Salesforce Experience

Major Duties and Responsibilities

Customer Account Management

Support Customer Success Managers in optimizing customer accounts.
Resolve complex customer issues with a focus on long-term satisfaction.
Build and maintain strong relationships with key customer stakeholders.

Operational Excellence

Lead process improvement initiatives for seamless customer interactions.
Implement best practices to enhance service efficiency and effectiveness.
Monitor and report on KPIs to identify improvement areas.

Revenue Recognition and Growth

Identify opportunities for upselling and cross-selling.
Collaborate with sales and marketing to drive revenue strategies.
Analyze customer data to maximize revenue potential.

Churn Mitigation

Proactively address factors contributing to customer churn.
Develop retention strategies to boost loyalty.
Conduct regular satisfaction reviews and risk assessments.

Company Improvement

Provide feedback to improve products, services, and processes.
Participate in cross-functional projects for innovation.
Stay updated on industry trends and best practices.

Audits and Compliance

Conduct audits to ensure compliance with standards and regulations.
Maintain accurate records of customer interactions and transactions.
Adhere to SOPs and quality standards.

Customer Lifecycle Management

Optimize strategies for each stage of the customer lifecycle.
Monitor journey metrics and take corrective actions.
Ensure consistent communication throughout customer engagement.

Data Analysis and Reporting

Analyze customer feedback to identify trends.
Prepare reports on satisfaction, churn, and revenue growth.
Use insights to guide strategic decisions.

Training and Development

Mentor junior team members on customer success best practices.
Develop and deliver training programs.
Incorporate industry knowledge into team development.

Process Improvement

Identify and address gaps in existing workflows.
Collaborate with teams to refine customer success processes.

About the Company

Insight Global is an international professional services and staffing company specializing in delivering talent and technical solutions to Fortune 1000 companies across the IT, Non-IT, Healthcare, and Engineering industries. Fueled by staffing and talent experts, Evergreen, our professional services brand, brings technical advisors and culture consultants to help customers tackle their biggest challenges. With over 70 locations across North America, Europe, and Asia, and global staffing capabilities in 50+ countries, our tea... Know more