Customer Success Associate

Job Summary

Customer Success Associates at PFL are accountable for managing the MarTech customer base, delivering customer success through outstanding execution, communication, and teamwork.

Requirements

• Provide outstanding day-to-day customer service via phone and email
• Attend team huddles to discuss team workload and priorities to ensure customer success
• Manage customer inventory levels to minimize disruption of service due to insufficient inventory without overstocking
• Perform duties necessary to launch new campaigns on time for customers, including but not limited to: timeline management through clear communication, program administration, procurement of physical items, production oversight, and facilitation of customer testing
• Maintain open communication with Customer Success Managers regarding customer needs, new opportunities, customer problems, and how we will deliver success to each customer
• Generate and deliver periodic reports to customers
• Create, participate in or manage one-off projects as directed
• Work effectively with all areas in the company to ensure customer success
• Contribute to continuous process improvement within the team and within Customer Success

What Success Looks Like

• Ask thoughtful questions before proposing solutions
• Take initiative to recommend improvements instead of simply fulfilling requests
• Be energized by goals, performance metrics, and continuous improvement
• Build trust by understanding customers' business, not just their project specifications
• Combine relationship-building with accountability for results

Qualifications

• 2+ years customer service experience and a proven passion for customer success
• Deals effectively with ambiguity and situations where there is not a single "right" answer
• Dynamic, self-motivated, high-energy team player who inspires others
• Demonstrates resilience in the face of adversity
• Willing to give and receive feedback to improve performance of self and others
• Identifies and analyzes significant problems and opportunities
• Recommends innovations that result in changes to existing services, procedures, and policies
• Evokes trust from others by keeping commitments and adhering to high ethical standards
• Impeccable attention to detail
• Sets high "stretch" standards of performance for self and all co-workers
• Accurately assesses the opinions and feelings of others; patient, empathetic, listens actively
• Demonstrates consistent logic, rationality and objectivity in decision making
• Familiar with basic business and accounting concepts
• Demonstrates basic adherence to project management principles and use of project management software
• Represents PFL/Vomela and the values we stand for: CARES (Commitment, Accountability, Respect, Excellence, Service)

Essential Functions

• Proficient in navigating both internal and external software systems
• Use various software platforms efficiently and effectively including but not limited to: ADP/Timeclock, PFL Database, Microsoft Products, Confluence
• Execute physical tasks required to successfully perform CSA position such as standing/sitting for 8-hour shifts
• Occasionally lift and transport objects weighing up-to 20 pounds
• Variety of functional movements including grasping, lifting, carrying, pushing, pulling, reaching, twisting, bending, stooping, climbing, and more

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources