Customer Success Associate

Responsibilities

• Deliver prompt and professional service to our customers (Small Businesses, Law Firms, or Corporations) through verbal and written communications
• Provide consultative customer service; help to determine customer goals, compliance challenges, and business needs, while utilizing product and industry knowledge to provide solutions and initiate orders crucial to corporate legal compliance
• Proactively manage the full-life cycle of the order process and drive cross-selling opportunities to promote additional offerings to meet our customer needs
• Project manage, organize and prioritize high volumes of requests utilizing SalesForce and other internal systems to ensure timely and accurate response to customers
• Manage your own customers and customer escalations and work across Customer Service function to complete or resolve customer requests
• Develop and maintain positive working relationships with customers and other key partners
• Strive to become a subject matter expert of the department, company and industry and maintain an aptitude for learning

Qualifications

• Bachelor’s degree from an accredited college/university or equivalent
• Minimum of two years of business-to-business (B2B) client/customer service experience; preferably consultative customer service experience working within the banking, insurance, hospitality, retail and/or legal industry

Preferred Knowledge, Skills or Abilities

• Strong organizational, time management and multi-tasking skills
• Able to absorb product knowledge quickly and process information to apply to customer needs
• Able to make sound business decisions and exercise discretion and judgment
• Experience generating add-on sales revenue preferred
• Strong analytical and problem-solving skills
• Proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook