Customer Success Associate

1 month 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 Customer Success team as a Customer Success Associate. In this role, you will play a critical part 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 get the most out of our products.
  • Supporting Pilot Opportunities: Work closely with our Account Executives and Account Managers to identify and capitalize on pilot opportunities, leveraging the CSM team to build pilot strategies 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 with executive sponsors.
  • 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 on user status to communicate to internal and external leadership, and identifying users who have fallen into bad health to develop holistic strategies to bring them back.
  • Acting as the Voice of Our Users: Be the internal voice of our users, creating a continuous feedback loop to advocate for their needs, and acting as a liaison between users and internal teams to resolve issues.
  • Identify Opportunities for Process Improvement: Help document, create, standardize, and optimize CSM processes to help our team scale, and plan, manage, and execute Go-to-Market and Customer Success initiatives.
  • 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 to effectively communicate and sell Street Context.
Requirements:
  • Experience in a customer-facing role, though not necessarily in our industry.
  • Curious and habituated to lifelong learning.
  • Exceptional EQ and communication skills.
  • Comfortable with data and proficient in Excel.
  • Coachable and integrate feedback into your conduct and professional development goals.
  • Motivation, drive, and energy required to sustain a high level 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.
  • Experience working on a trading floor or in capital markets, specifically in research, sales, or trading.
What You Can Expect:
  • To be included, encouraged, engaged, heard, and recognized for your effort.
  • To make a constant and direct impact on our platform, processes, users, and team.
  • To love your work and its challenges, but also know the company respects your downtime too.
  • To always be clear on where the company is headed and how it's going to get there.
  • Competitive cash compensation practices, equity incentives, and investments in your professional development.

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