Customer Success Associate

Internap Corporation Atlanta , GA 30301

Posted 2 months ago

GENERAL OVERVIEW:

The Customer Success Associate is an energetic professional who will respond to support questions from our existing customer base and is responsible for ensuring our customers are being heard.

This person will understand customer success criteria, resolve issues, and over time serve as a trusted advisor. Most importantly, the Customer Success Associate will be a voice of our customer internally. Feedback from our current customers is a critical driver for product and service offering development. We are looking for someone who is self-motivated, independent, proactive, organized, articulate, and passionate about helping customers.

SPECIFIC RESPONSIBILITIES:

  • Be the internal voice and advocate of the customer

  • Be an agent of change within the company to help improve the customer experience

  • Provide day-to-day support for customers by serving as the first point of contact for inbound calls and e-mails, investigating questions and providing timely responses

  • Interface with multiple teams to find, analyze, and resolve customer issues

  • Create content to improve customer service and the overall customer experience

  • Identify opportunities for self-service features or knowledge base articles

  • Onboard customers through portal training calls

  • Categorize and prioritize customer requests, incident and problem reports

  • Manage and track customer and transactional information in a CRM system

QUALIFICATIONS/EXPERIENCE:

MINIMUM QUALIFICATIONS:

1.4-year college degree

2.1-3 years of professional work experience in a collaborative environment and interacting with customers

3.Excellent written and verbal communication skills

4.Intermediate/Excellent skills with Microsoft Office Suite

Key Experience, Knowledge, Skills & Abilities

5.Enjoys working directly with customers to resolve problems or concerns

6.Loves asking questions and learning new things

7.Strong interpersonal skills: negotiating, influencing, and dealing effectively with people

8.Able to act as a trusted advisor and subject matter expert to customers and partners, both internally and externally

9.The ability to quickly learn and master a wide array of new concepts, products, and services



  1. Responds to all incoming customer support requests via tickets, emails, phone calls, etc.

  2. Detail and quality focused

  3. Ability to multi-task and prioritize workload

  4. Ability to work both independently and collaboratively within a team

  5. Positive Attitude

  6. Can be the voice of our customer internally

  7. Excellent English communication skills, both written and verbal


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