Customer Success Associate

For this job we are currently only hiring candidates based in the United States.* 

About the opportunity

Ontra is seeking a Customer Success Associate reporting to the Director of Insight to help drive Ontra's efforts to deliver value to its customers through an electronic subscription document (e-subdoc) management solution called FundFormer. As a CSA, you will be responsible for digitizing the subscription documents and configuring deployments for customers. The Customer Success Associate will become a product expert, and deeply engage with the onboarding journey.

Proactive, energetic, and self-driven, you will strive to understand our customers within the financial services industry and work to be a trusted partner so that companies stay and grow with Ontra. You will work closely with the Sales Team and other members of the Customer Success Team to ensure that our customers are able to achieve positive business outcomes throughout their partnership with Ontra. 

This role is a great opportunity for someone who has an innate ability to communicate with others and an interest in working with B2B enterprise-level customers in the financial services industry with a cutting-edge SaaS product. 

What you’ll do

• Customer onboarding: facilitate a smooth and efficient onboarding process, along with our Customer Success onboarding team, for new enterprise customers including scoping, timeline, budget, training, and consulting on configuration options
• Support CSMs: Support Customer Success Managers through onboarding by creating output documents, digitizing subdocs using JSON, reviewing digitized subdocs through the FundFormer app, and configuring the deployment
• Relationship management: seek to accurately understand and proactively meet customer needs; establish a foundation of trust and partnership in relationships with key customer stakeholders
• Adoption planning: Develop, communicate, and execute adoption plans; consult the customer to meet individual needs and timelines, mitigate potential risks, and align to business priorities
• Process optimization: map out the customer journey and help constantly improve the company’s customer-facing processes
• Measurement and reporting: identify key customer success metrics; track and report on these over time to measure success
• Innovation: Become an app expert and continuously define and redefine core processes based on customer feedback and experience

What you’ll bring

• Experience: 1+ years of professional experience, ideally with B2B enterprise-level customers
• Data & tech interest: experience with or eagerness to learn new technical systems, JSON or basic coding proficiency
• Written/verbal communication: ability to communicate effectively with diverse stakeholders - product, engineering, sales, and executives
• Teaching skills: expertise in distilling complex technical concepts into digestible customer-facing communication and training
• Attention to detail: immaculate written and verbal communication; typos are spotted from a mile away
• Industry interest: experience with and/or interest in legal contracts, legal technology, or financial services is a plus

Colorado applicants only: The estimated annual cash salary for this role is $80,750. The total compensation package also includes benefits (as further detailed below) as well as unit-based compensation if applicable. Compensation for other locations may vary.*