Customer Success Associate

Posted 2 weeks ago

This fun and rewarding job will utilize your problem-solving skills in a challenging and fast-paced environment. We are looking for a talented, technically oriented, customer support representative to join our dedicated team and provide the exceptional customer service that is the foundation of our company. You will be supporting end users during troubleshooting activities, training and onboarding new customers.

Responsibilities

  • Conduct online and face-to-face demonstrations of BankLabs software products
  • Assist sales on complex customer pursuits
  • On-boarding new clients, including training on best practice setup
  • Analyze project activity and application usage, and proactively check-in with clients
  • Provide “Tier-1” inbound phone support, communicating clearly and effectively with end users, colleagues, and management to quickly resolve issues and maintain the highest-level customer satisfaction
  • Document interactions with end users in a clear and detailed manner within the ticketing system
  • Escalate/resolve issues using appropriate escalation protocol guidelines
  • Travel to client site for project conversion, best practice consultation, hand’s on relationship building and training, etc.
  • Create/update documentation for scalability of self-help and internal reference library, best practice and training guides
  • Proactively suggest areas of improvement to help BankLabs scale with quality and improve the customer experience

Skills and Qualifications

  • Strong communications skills, both verbal and written, required
  • Ability to quickly identify problems, form solutions, and execute troubleshooting procedures
  • Able to remain calm and professional in all circumstances
  • Ability to take initiative and own the success of both the company and the client
  • Team player, willing to support and coach others as needed
  • Ability to travel up to 25%; typical trip is 2-3 nights

Experience

  • 2+ years work experience in banking, lending or a related department; OR 2+ years of experience in a customer success role for a software provider
  • 2+ years Microsoft Office Suite

College degree in a related field, preferred

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