Customer Success Associate (Remote)
Description
About Net at work:
Net at Work provides next-generation technology solutions and services that enable our clients to unleash the power of their businesses. These solutions are customized to meet the demands of specific industries through the integration of best-of-breed applications. With expertise in finance, accounting, operations, workforce management, and customer experience, Net at Work serves as a trusted advisor, helping small- and mid-sized businesses keep pace with the competition, win new customers, improve profitability, and thrive in the digital economy.
Having started with just two employees, Net at Work is now more than 300 employees strong, and we are still growing. We are looking to expand our team with experienced professionals who share our core values and are problem solvers, promise keepers, collaborative integrators, inspiring coaches and driven intrapreneurs.
The Customer Success Associate role is an integral part of the Customer Experience Team and is a launching point for a career as an Account Manager or Account Executive within Net at Work’s ecosystem of technology offerings.
The Customer Success Associate will work with Account Managers and/or Account Executives to support a portfolio of Net at Work clients. Customer Success Managers are responsible for building and maintaining strong working relationships with clients, acting as an escalation point for issues that impact client success and responding to retention risks and opportunities. Teaming with the multiple groups within Sales, Support, Operations and Consulting, the Customer Success Associate is responsible for understanding the near- and long-term ERP and technology vision of the client. Responsible for maintaining a high level of customer satisfaction by being an advocate and liaison between our clients and Net at Work’s internal operations.
Job Responsibilities:
- Ensure that customers derive maximum value from Net at Work and support the sales team in upselling and cross-selling various technology products and services.
- Gain a thorough understanding of assigned client’s needs and processes to ensure that they successfully adopt Net at Work technology
- Identify risks to client success and aggressively/proactively engage the client whenever there’s an identified retention issue.
- Be a voice for accounts internally and help leadership understand product/services concerns, shortcomings, and desired offerings
- Drive resolution of escalated account issues in coordination with Billing, Support, and other departments.
- Gain and maintain knowledge of Net at Work products and services across the portfolio.
- Participate in continuous training and development activities as required in the Sales Professional Development Program.
Education and Skills:
- Bachelor’s degree or equivalent training in business, marketing or sales.
- Exceptional communication and relationship management skills
- Naturally curious
- Energetic attitude with strong work ethic
- Thrives both working independently to achieve long-term goals and working in a team environment to solve problems
- High attention to detail and willingness to get “in the weeds” of a problem to understand and solve it.
- Proficient knowledge of computer, Microsoft Outlook, Word, Excel
- Typing skills of at least 40 wpm
Competencies
- Energy/Drive – Exhibits energy, strong desire to achieve, high dedication level.
- Tenacity- Passionately strives to achieve results. Reputation for not giving up.
- Customer Focused- Monitors client satisfaction, establishes partner relationship with clients. Visible and accessible to clients.
- Negotiation Skills- Achieves favorable outcomes in win/win negotiations.
- Organization / Planning – Plans, organizes, schedules and budgets in an efficient and organized manner. Focuses on key priorities.
EOE/Diversity & Inclusion Statement
Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind.
Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind.
Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.