Customer Success Associate IRC293250

Description

Department/Project Description

A customer is a healthcare IT security company. It provides healthcare companies with a platform that addresses critical compliance and security challenges and helps to improve providers’ productivity.

The goal is to create a SaaS product from ground up in a public cloud framework.

Requirements

Job Summary

Customer Success Associates are responsible for engagements with customers at key points throughout the customer journey. Customer Success Associates are responsible for monitoring customer satisfaction, customer retention, utilization, and ultimately, increasing the lifetime customer value of customers. Internally, this role will also play a key part in the expansion of the Customer Success Digital Platform which will ultimately scale and operationalize key customer engagements.

Duties and Responsibilities

• Monitor metrics to accelerate product adoption, influence collaboration and identify opportunities for growth.
• Review customer analytics, including but not limited to: customer trends, on-time renewals, monthly active usage, and NPS.
• Identify add-on and cross sell opportunities within an account and pass to assigned sales representative for follow up.
• Escalating customer needs/issues cross-departmentally and appropriately for key accounts.
• Communicate “voice of the customer” feedback to upper management and help drive strategic initiatives and program improvement.
• Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc.
• Identify opportunities to implement scalable programs which will efficiently and effectively drive customer outcomes at scale.
• Other duties as assigned and required

Job responsibilities

Qualifications

• 1-2 years’ experience in customer facing role.
• Knowledgeable with CRM systems, preferably SalesForce.com and Gainsight
• Proficiency with O365 tools
• Excellent organizational and time management skills including the ability to prioritize and multi-task activities across many customers at once.
• Task oriented with the ability to prioritize and shift focus based on customer needs.
• Ability to engage with C level executives and ability to take feedback from all levels.
• Ability to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of
• solution, and identification of technical escalation points.
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
• Ability to work cross-functionally to bring key functional areas together in order to solve customer requirements.
• Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level.

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.