Customer Success Associate

Summary

EHS Insight is a provider of environmental, health, and safety software designed to help organizations improve workplace safety and sustainability. The Customer Success Associate manages customer onboarding and support, resolves issues, promotes relevant software modules and features, and helps customers achieve successful outcomes.

Responsibilities

• Manage the onboarding of new customers, minimizing customers time to value. Lead customers through the onboarding process and resolve customer issues during the process
• Respond to support tickets of customers with various support levels. Provide customers with the best option to solve their problem. Clarify ambiguities in the request. Determine the optimum solutions and their pros and cons
• Follow processes, procedures, and policies to provide excellent customer satisfaction and align with department and company goals and objectives
• Identify opportunities for customers to benefit from additional modules, suggest and demo those modules to customers
• Inform customers of new software features and functionality that will benefit them
• Work independently to learn the software, domain knowledge and understand customer problems
• Demonstrate learning of the software and environmental, health, and safety domain knowledge
• Display excellence by actively participating in the team, demonstrating excellence with customers, identifying opportunities to improve onboarding and other processes and procedures
• Demonstrate an ongoing ability to take on and solve customer problems of increasing complexity. Utilize a scalable problem-solving process

Skills

• Proficient with Microsoft Office, Excel, Word, PowerPoint, and Outlook
• 1-3 years of experience working in Customer Success in a technology field
• Environmental, Health, and Safety industry knowledge and experience a plus
• Customer-centric, customer-focused, motivated by continuous improvement and knowledge-sharing
• Excellent communication skills including active listening
• Strong self-motivation and organizational skills
• Exceptional problem-solving ability
• Bachelor's Degree is preferred

Qualifications

Must Haves

• Proficient with Microsoft Office, Excel, Word, PowerPoint, and Outlook
• 1-3 years of experience working in Customer Success in a technology field
• Environmental, Health, and Safety industry knowledge and experience a plus
• Customer-centric, customer-focused, motivated by continuous improvement and knowledge-sharing
• Excellent communication skills including active listening
• Strong self-motivation and organizational skills
• Exceptional problem-solving ability

Nice to Haves

• Bachelor's Degree is preferred

Benefits

• Flexible PTO
• Six weeks of paid parental leave for exempt, full-time employees
• Medical, dental and vision coverage – including an employee-only option with premiums fully paid by the company
• Teladoc virtual healthcare services
• Employer-paid short-term and long-term disability coverage
• Employer-paid life insurance
• 401(k) with employer match
• Access to legal services and additional voluntary benefits
• Fully remote work environment