SUMMARY
The Customer Success Associate will focus on engaging with key accounts and driving high priority initiatives that improve the efficiency and effectiveness of the Customer Success Management team. They will get review existing knowledge assets, self-service tools, and appropriate adoption campaigns to improve their understanding of RealPage solutions. The Customer Success Associate will use data to help expand their understanding of their identified customer base.
PRIMARY RESPONSIBILITIES
- Shadow customer calls with assigned Customer Success Director
- Establish positive relationships with named accounts.
- Listens to others and adjusts the message to the audience.
- Understand Customer’s RealPage portfolio and needs.
- Identify impactful knowledge assets, best practices, and adoption plays that will improve customer experience. Provides the right resources to the right people at the right time.
- Help track customer inquiries and escalate issues appropriately
- Ensure customer data, notes, and touchpoints are logged properly.
- Assist in documenting processes, FAQs, or troubleshooting guides.
- Analyze competitors' customer success strategies and present findings.
- Participate in learning sessions about customer success methodologies.
QUALIFICATIONS
- Enrolled in a Business or Information Science major, completed their junior year going into their senior year.
- 0-1year of experience on an account management or Customer Success team/framework and/or an operational role with customer interactions.
- Experience with providing superior customer experience that exceeds expectation.
- Customer centric mindset.
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- Must be organized, have good time management skills.
- Some experience using of customer data to drive outcomes.
- Some experience with Salesforce or other comparable Customer Relationship Management system.
- Mastery of Microsoft Office products (Word, Excel, PowerPoint, Teams, Outlook, etc)
- Excellent written, verbal, presentation, and interpersonal communication skills.
- Self-starter with demonstrated performance drive and execution, and proven ability to consistently meet and exceed objectives.
- Ability to learn quickly, adapt to new situations.
- Strong problem-solving skills.
Physical Demands and Working Conditions
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
May be required to lift or move 10+ pounds.
