Customer Success Associate - Software Deployment

As one of our unique offerings, we're hiring Customer Success Associates in Salt Lake City, UT. You would join a small but mighty team to manage and support the software deployment process for a key client.

Customer Success Associate

Escalent provides software deployment and customer success support to one of the leading project management platform companies in North America. As part of our expanding team, Escalent is looking for a passionate, tech-savvy and customer-oriented professional who can quickly understand the nuances of our customer success offering and be part of our growing team in Salt Lake City.

Customer Success Associates have flexibility in work location - there is a co-working space in SLC or you could work from home, or mix it up. This person may occasionally need to travel to the client site as / when required.

Responsibilities:

The broad responsibility will be to understand the client objectives, build custom workflows, and make thoughtful recommendations to solve problems promptly and comprehensively.

• Build an in-depth understanding of the clients proprietary software. This would involve attending on-site training in the clients premises as well as distance-learning sessions.
• Understand customer needs and suggest best-in-class project management methodologies, planning tools and collaboration workflows.
• Design and create appropriate process documentation for specific clients or workflows.
• Lead calls/meetings to on-board new customers on the platform. This would involve working directly with senior customer stakeholders to on-board new users/teams, deploy and explain the platforms features, respond to questions, and roll out best practice.
• Lead/conduct training sessions on phone, chat, video conference, etc.
• Proactively maintain customer information and build custom reporting to track and identify customer progress.

Candidate Profile:

• Undergraduate degree from a reputed university
• 3+ years of experience with at least 1 year in a Deployment Consultant or a Customer Success role
• Strong understanding of various project management methodologies (Agile, Scrum, Waterfall, etc.)
• Hands-on experience in a project management role will be a huge plus
• Certification like PMP will be a plus
• Excellent problem solving skills
• Fluent communication skills and comfort engaging with senior client stakeholders on phone/video
• Proficient in multitasking and managing conflicting priorities with limited oversight