Customer Success Associate at Built

About The Job

Job Overview:
We are seeking a highly motivated and detail-oriented Customer Success Associate to join our team. 

• The successful candidate will be responsible for ensuring that our customers are successful in using our platform by providing exceptional customer service and support.
• This role requires an individual who is passionate about delivering great customer experiences, has excellent communication skills, and is comfortable working in a fast-paced environment.

Responsibilities:

• Serve as the primary point of contact for customers, addressing their inquiries and concerns via email, phone, and chat.
• Build and maintain strong relationships with clients to understand their needs, goals, and expectations.
• Help clients navigate and fully utilize our digital finance platform to achieve their business objectives.
• Work collaboratively with cross-functional teams, including product, technology, client services, and sales teams, to troubleshoot and resolve customer issues in a timely manner.
• Communicate effectively and professionally with clients regarding product updates, system upgrades, and changes in policies or procedures.
• Identify opportunities to improve the customer experience and recommend changes to product features, services, and policies.
• Maintain accurate and up-to-date client records, ensuring that all client interactions are documented.
• Collect + analyze customer data and provide insights and recommendations to improve customer engagement and satisfaction.
• Provide feedback to internal teams regarding client issues, product improvements, and service delivery
• Stay up-to-date on industry trends and best practices, and share knowledge with colleagues and customers.

Requirements:

• Bachelor's degree in business administration, marketing, or a related field.
• At least 2 years of experience in a customer success or customer support role.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills, with the ability to think creatively to find solutions to customer issues.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Detail-oriented, with strong organizational skills and the ability to manage time effectively.
• Familiarity with CRM software and other customer engagement tools.