The key focus of the Customer Success Associate is to deliver an outstanding customer experience (CX), including education, guidance, best practices, troubleshooting and overall proactive partnership outreach for a subset of Sisense’s customers.

The Customer Success Associate will use a combination of self-service and customized materials to onboard customers and respond to and resolve customer questions and issues. The successful candidate will provide day-to-day communication, handle inbound customer inquiries and apply industry knowledge to ensure high customer satisfaction. The Customer Success Associate is an individual contributor that will work as part of a dispersed team and is a part of the Customer Success department at Sisense.

Principal Duties and Responsibilities:

• Provide support and engage with customers mainly through email communications and virtual meetings with customers, scheduled via ‘office hours’ to ensure customers in this segment are seeing value with the partnership
• Empathize with clients while keeping business solutions in mind. Quickly address, identify, and respond to customer issues within business SLA.
• Provide product expertise to all Sisense customers across the Sisense product portfolio, including education and training through customer-scheduled office hours to ensure high levels of adoption and utilization.
• Learn and use internal tools & platforms to understand the entire picture and develop replies with correct information.
• Work as a liaison between the customers and internal teams to provide thought leadership and feedback on roadmap features, customer feedback, and new product releases.
• Shift gears seamlessly while prioritizing tasks, deal with ambiguous situations, and keep a calm demeanor when interacting with internal and external teams and clients.
• Inform and impact process and/or procedure improvements that will positively impact the operational rigor of the team and overall customer experience.

Qualifications & Skills:

• BS or BA degree - recent college graduates encouraged!
• 1-3 years of experience in working cross functionally and with customers, with a proven track record of delivering client solutions a plus.

Ideal Candidate:

• Exceptional organizational, communication and follow up/follow through skills a must
• Direct experience working with customers through providing excellent customer care and support at a software or similar high-tech company a plus
• Self-starter with desire to learn and has a problem solver mentality
• Values teamwork and clear communication
• Tenacity in problem solving and conducting research internally and externally to find solutions.
• Ability to multi-task and adapt to change quickly
• Excellent interpersonal communication skills, both written and verbal
• Remains calm in a fast-paced work environment
• Demonstrates thoughtful leadership in assessing problems and opportunities
• Experience using CRM tools (preferably Salesforce and Gainsight) and bug tracking tools such as JIRA