Associate Customer Success Manager

**About the Role**
The ACSM is responsible for delivering ongoing proactive and reactive support to our customer community. “Community” refers to the customers who, based on spend, do not receive a dedicated Customer Support Manager for general product and support inquiries, but instead their requests are managed through a team of Associate Success Managers via a queue. In addition to managing a queue of incoming requests, ACSMs are also responsible for delivering proactive outreach to the community, ensuring timely, relevant, and meaningful information is shared that will improve customer adoption, retention, and the overall customer experience.
Each day will vary but an ACSM can expect a typical day to consist of managing the incoming customer request queue alongside other ACSMs, providing general guidance and instructions to customers, problem-solving customer issues, and proactively reaching out to customers with relevant content and periodic check-ins.
**About the Team**
The Associate Customer Success Manager reports to the Director of Customer Success. The ACSM works very closely within their Community CSM team to manage the queue of customer inquiries focused on resolving customer requests as quickly as possible and delivering an exceptional customer experience. The ACSM also works very closely with the Customer Support team in transferring queries to them which require more technical support and vice versa. The ACSMs also work alongside Dedicated CSMs (owning 1:1 customer relationships) for sharing best practices but also to ensure smooth handover of customers moving across dedicated/pooled as well as with the team responsible for onboarding new customers.
**Position Duties and Responsibilities**
- Effectively manage customer inquiries that are outside of team scope, ensuring properly routed to the right team and issue addressed in a timely manner, ultimately owning customer interaction and resolution.
- Proactively schedules quarterly check-ins with an assigned group of customers, conducting client meetings to communicate best practices, successes, and data results.
- Proactive outreach at scale - help produce and execute a proactive communication plan to customers with “reasons to call” topics that represent specific trends, new/changing requirements, promote new features, or address recurring challenges to ensure the outreach is meaningful and customers derive value.
- Understand and demo new product releases/features to customers and provide customers with metrics to showcase value over time
- Ensure stickiness by ensuring the product is used to its fullest capacity and new use cases are identified
- Work closely with Sales, Support, Marketing, Product, and Executive teams as the internal champion for customers
**Required Experience, Skills, and Education**
- 1-2 years in a customer service/support role, managing customer inquiries in a fast-paced environment with a large software customer base. Excellent communication skills and presentation skills
- Sales acumen to work closely with account executives to support upsell efforts
- Ability to conduct business analysis and ask questions that reveal answers on how to adapt offerings to meet customer needs
- Be self-motivated and success-driven
- Ability to quickly build rapport and build strong and productive working relationships
- Project management experience to manage post-sale implementations, create and execute post-sale meeting cadence with customers to monitor rollout success, help set customer expectations, report on issues, and help mitigate risks in implementations
- Thrive in a fast-paced environment
**Preferred Experience, Skills, and Education**
- Bachelor’s degree or equivalent years of relevant experience
- Salesforce configuration or technical background a plus
**About Validity**
Validity is a truly unique company - massive revenue growth, top-tier investors, 5-star product ratings, proven ability to acquire and integrate top tech companies and welcome them into the Validity family, winning culture, and a work environment that fosters hard work, trust, and fun.
Headquartered in Boston, Validity has offices in Tampa, Denver, Indianapolis, London, and Sydney. For more information, visit connect with us on LinkedIn, Instagram, and Twitter.
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Validity is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.
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