Customer Success Associate

1 week ago

Taguig, National Capital Region, Philippines SafetyCulture Full time
The Role

The Customer Success Associate is a critical role responsible for supporting the scale of our Global Customer Success organization. A CSA is a foundational member of the Manila team, focused on enabling our Customer Success Team to deliver exceptional value to our customers. This role will execute on high-impact tasks, collaborating with strategic resources to focus on customer relationship management, value realization, renewal activities and growth.

What will I be doing?
  • Account Infrastructure Management:
  • Execute the setup of customer accounts, including user provisioning, group creation, and site hierarchy management.
  • Collaborate with the Customer Success and Account Executive teams to ensure timely and accurate completion of onboarding-related administrative tasks for new enterprise customers (1000+ seats).
  • Content & Template Development:
  • Build and standardize a high volume of SafetyCulture templates and forms based on customer requirements and best practices.
  • Assist in the creation and organization of content libraries to support customer self-service and product adoption.
  • Program Enablement:
  • Support the execution of our customer success programs including high touch and / or Digital programs, including communication, user health checks, account optimization and data collection.
  • Analyze product usage data to identify at-risk customers or opportunities for automated engagement.
  • Operational Excellence:
  • Document and refine best practices for account setup and template building to ensure consistency and efficiency across the team.
  • Serve as the operational subject matter expert for our customer success platform, assisting with user troubleshooting and data integrity.
  • Renewal Assistance:
  • Assist customers and our Customer Success Managers and Account Executives in the renewals process
What do I need?
  • 2-3 years of professional experience and willingness to jump in and make an immediate impact.
  • Proven experience in a high-volume, customer facing operations-focused role, preferably in a SaaS or technology environment.
  • A natural collaborator who enjoys working with others to get the job done.
  • Strong attention to detail and a methodical approach to task execution.
  • Proficiency in data management and ability to work with large datasets.
  • Exceptional communication skills, both written and verbal, to collaborate with cross-functional teams.
  • A "builder" mindset with a focus on process improvement and documentation.
Location

We are located on the 27th Floor SM Aura Office Tower, 26th Street corner McKinley Parkway, Bonifacio Global City, Taguig City. Situated in the heart of the premier business district of Manila, a variety of malls, restaurants, cafes, and fast food joints are easily accessible and within walking distance from our office. Check out our Facebook and Instagram pages to get a glimpse of the SafetyCulture life.


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