Customer Success Associate

The client is a Y-combinator backed AI platform revolutionizing the HVAC, Plumbing, and Electrical industries. Their innovative platform empowers technicians and representatives, enabling them to serve customers more efficiently and boost business revenue. With novel AI features deeply integrated with platforms like ServiceTitan, the client is at the forefront of transforming service delivery in these sectors.

The client is seeking a dedicated Customer Service Associate to join their dynamic team. As a Customer Success Associate, you will play a crucial role in managing customer relationships and ensuring their success with the client’s AI platform. This is an exciting opportunity to engage with customers, foster positive relationships, and drive value through our innovative solutions in the home services industry.

Responsibilities

• Build and maintain strong relationships with customers, acting as their primary point of contact and advocate within the company.
• Proactively engage with customers to understand their needs, challenges, and objectives, and provide personalized support and guidance to help them achieve success with our AI platform.
• Onboard new customers, providing training and resources to ensure they are equipped to effectively utilize our platform's features and functionalities.
• Conduct regular check-ins with customers to assess satisfaction levels, gather feedback, and identify opportunities for improvement or expansion of services.
• Collaborate with cross-functional teams, including Sales, Product, and Engineering, to address customer needs and resolve issues in a timely manner.
• Serve as a subject matter expert on our AI platform, providing insights and recommendations to customers on how to maximize value and drive business growth.
• Assist in the development of customer success strategies, processes, and resources to enhance the overall customer experience and drive retention and expansion efforts.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Proven experience working within outbound sales or customer success, particularly within the home services industry.
• Exceptional English communication skills, both written and verbal.
• Strong interpersonal skills with a positive and empathetic attitude.
• Ability to build rapport and trust with customers and colleagues.
• Experience with AI platforms is a plus, but not required.