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Customer Success Associate

2 months ago

Toronto, Ontario, Canada Street Contxt Full time
Customer Success Associate

At Street Context, we're seeking a highly motivated and customer-focused individual to join our team as a Customer Success Associate. As a key member of our Customer Success Management team, you will play a critical role in ensuring our customers receive the maximum value from our products and services.

Key Responsibilities:
  • Successful Onboarding of New Users: Collaborate with our Account Executives and Account Managers to ensure seamless onboarding of new users, providing them with the necessary support and resources to achieve their goals.
  • Supporting Pilot Opportunities: Work closely with our Account Executives and Account Managers to identify and capitalize on pilot opportunities, leveraging our CSM team to build strategic plans and drive growth.
  • Using Data to Support Decision Making: Analyze client needs and develop reports using key user metrics and client engagement data to inform expansion opportunities and drive business growth.
  • Support the Administration of CRM: Manage our Salesforce instance, administering fields, creating validation rules, and designing efficient flows to streamline our processes.
  • Manage Internal Business Intelligence Tools: Support the GTM team in facilitating the use of business intelligence tools such as Looker and Planhat, optimizing CS workflows and configuring internal and client-facing dashboards.
  • Monitoring User Health to Minimize Churn: Forecast and track key user metrics, preparing reports to communicate user status to internal and external leadership, and identifying opportunities to bring users back on track.
  • Acting as the Voice of Our Users: Serve as the internal voice of our users, creating a continuous feedback loop to advocate for their needs and act as a liaison between users and internal teams.
  • Identify Opportunities for Process Improvement: Help document, create, standardize, and optimize CSM processes to drive scalability and growth.
  • Continual Education & Training: Stay up-to-date with the Street Context offering and the broader industry, leveraging internal and external resources to continually educate and train yourself.
Requirements:
  • Experience in a customer-facing role, preferably in a similar industry
  • Curious and habituated to lifelong learning
  • Exceptional EQ and communication skills
  • Comfortable with data and proficient in Excel
  • Coachable and open to feedback
  • Motivated and driven to sustain high levels of client-facing activity
Preferred Qualifications:
  • Experience with go-to-market and product analytics tools such as Salesforce, Planhat, Zoom, and business intelligence products like Looker or Tableau
  • Background in capital markets, research, sales, or trading
What We Offer:
  • Inclusive and engaging work environment
  • Opportunities to make a direct impact on our platform, processes, users, and team
  • Competitive cash compensation practices, equity incentives, and investments in your professional development