Customer Success Associate

at  OTAVA LLC

POSITION OVERVIEW:

OTAVA is seeking an energetic and empathetic Customer Success Associate to join our dynamic team. This entry-level role requires an individual with a genuine passion for customer service, an intellectual curiosity, and the ability to empathise with customers. You will be engaging with our high volume of small accounts, looking for opportunities to enhance their experience through additional products or service offerings, and facilitating conversion from monthly to term contracts.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Demonstrated ability to learn new concepts quickly and efficiently.
• Strong attention to detail and the capacity to work in a fast-paced environment.
• Strong verbal and written communication skills.
• Excellent listening, negotiation, and presentation abilities.
• Working with Microsoft 365 Products

EDUCATION:

• A bachelor’s degree in business administration, information technology, or a related field is preferred but not required.
• Certification will be required to be completed within the first year of employment.

EXPERIENCE:

• Previous experience in customer service, support for a technical product, sales, or a related role is highly desirable.

• Actively engage with small account customers to understand their needs and ensure a smooth customer journey.
• Identify opportunities for account expansion, including cross-selling and upselling, and coordinate with Sales Executives for quoting and closure.
• Work collaboratively with Marketing, Product Sales Support, and the Customer Success team to improve customer success outcomes.
• Facilitate the transition of customers from month-to-month agreements to term contracts, enhancing customer commitment and satisfaction.
• Educate customers on the value of our products and services, ensuring they are fully utilizing their purchases to drive customer success.
• Monitor customer health metrics and develop strategies to address at-risk customers.
• Provide feedback to the product team regarding customer needs and potential enhancements.
• Track key account metrics and prepare reports on account status.
• Handle customer issues, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.