Verified Job
Customer Support / TeleCaller
Associate Customer Success Manager
Customer Support / TeleCaller
#38377
Remote / WFH
Intrado
Job Description
Position Overview:
The Associate Customer Success Manager supports customers through their onboarding and adoption journey by helping them understand how to use products effectively, monitoring for potential risks, and coordinating with internal teams to drive positive outcomes. This role works under guidance to build relationships with customers, support success plan execution, and contribute to overall customer satisfaction and retention.
The Associate Customer Success Manager collaborates with internal teams to ensure a smooth customer experience and helps identify opportunities to improve processes, engagement, and product adoption.
Key Responsibilities:
Customer Relationships & Satisfaction
Support the development of relationships with assigned customers to promote engagement and long-term satisfaction
Serve as a day-to-day contact for customer inquiries, ensuring timely responses and escalation of issues as needed
Assist in delivering a positive customer experience by following established service standards and processes
Help identify opportunities for account growth by recognizing customer needs and sharing insights with senior team members
Guide customers through onboarding activities, including product education, workflows, and best practices to support adoption
Customer Performance, Issues, and Outcomes
Track and review basic customer performance metrics, escalating trends, risks, or concerns to senior team members
Assist in investigating customer issues, documenting findings, and supporting resolution efforts
Help maintain accurate customer records, updates, and action items in internal systems
Cross-Functional Alignment and Continuous Improvement
Collaborate with internal teams to support customer needs, ensuring tasks and follow-ups are completed
Act as a liaison for routine updates between customers and internal stakeholders
Share customer feedback with internal teams to help improve products, services, and processes
Learn and apply customer success best practices to continuously improve personal effectiveness and team contributions
Education:
Bachelor’s degree in business administration, communications, marketing, or a related field preferred
Equivalent work experience may be considered in lieu of a degree
Experience:
2+ years of experience in customer-facing roles such as customer success, account coordination, customer support, or related field
Exposure to SaaS environments or technical platforms preferred but not required
Knowledge, Skills & Abilities:
Basic familiarity with CRM systems such as Salesforce or D365 preferred
Strong communication and organizational skills
Ability to manage multiple tasks and prioritize in a fast-paced environment
Willingness to learn customer success methodologies and tools
Proficiency in Microsoft Office (Word, PowerPoint, Excel)
Total Rewards
Vous voulez aimer là où vous travaillez? Chez Intrado, nous offrons un régime complet d’avantages sociaux qui comprend ce que vous attendez (assurance médicale, assurance dentaire et assurance des soins de la vue, assurance-vie et assurance invalidité, congés payés, régime enregistré d’épargne-retraite (REER), et plusieurs avantages qui excèderont vos attentes, tels que le remboursement de frais de scolarité, des congés parentaux payés, l’accès à une bibliothèque complète de ressources de formation personnelle et professionnelle, des rabais d’employés, des assurances couvrant et plus encore! Postulez dès aujourd’hui pour vous joindre à nous dans un travail qui en vaut la peine!
Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a Registered Retirement Savings Plan (RRSP), and several that go above and beyond – tuition reimbursement, paid parental leave, access to a comprehensive library of personal and professional training resources, employee discounts, insurance coverage and more! Apply today to join us in work worth doing!
The Associate Customer Success Manager supports customers through their onboarding and adoption journey by helping them understand how to use products effectively, monitoring for potential risks, and coordinating with internal teams to drive positive outcomes. This role works under guidance to build relationships with customers, support success plan execution, and contribute to overall customer satisfaction and retention.
The Associate Customer Success Manager collaborates with internal teams to ensure a smooth customer experience and helps identify opportunities to improve processes, engagement, and product adoption.
Key Responsibilities:
Customer Relationships & Satisfaction
Support the development of relationships with assigned customers to promote engagement and long-term satisfaction
Serve as a day-to-day contact for customer inquiries, ensuring timely responses and escalation of issues as needed
Assist in delivering a positive customer experience by following established service standards and processes
Help identify opportunities for account growth by recognizing customer needs and sharing insights with senior team members
Guide customers through onboarding activities, including product education, workflows, and best practices to support adoption
Customer Performance, Issues, and Outcomes
Track and review basic customer performance metrics, escalating trends, risks, or concerns to senior team members
Assist in investigating customer issues, documenting findings, and supporting resolution efforts
Help maintain accurate customer records, updates, and action items in internal systems
Cross-Functional Alignment and Continuous Improvement
Collaborate with internal teams to support customer needs, ensuring tasks and follow-ups are completed
Act as a liaison for routine updates between customers and internal stakeholders
Share customer feedback with internal teams to help improve products, services, and processes
Learn and apply customer success best practices to continuously improve personal effectiveness and team contributions
Education:
Bachelor’s degree in business administration, communications, marketing, or a related field preferred
Equivalent work experience may be considered in lieu of a degree
Experience:
2+ years of experience in customer-facing roles such as customer success, account coordination, customer support, or related field
Exposure to SaaS environments or technical platforms preferred but not required
Knowledge, Skills & Abilities:
Basic familiarity with CRM systems such as Salesforce or D365 preferred
Strong communication and organizational skills
Ability to manage multiple tasks and prioritize in a fast-paced environment
Willingness to learn customer success methodologies and tools
Proficiency in Microsoft Office (Word, PowerPoint, Excel)
Total Rewards
Vous voulez aimer là où vous travaillez? Chez Intrado, nous offrons un régime complet d’avantages sociaux qui comprend ce que vous attendez (assurance médicale, assurance dentaire et assurance des soins de la vue, assurance-vie et assurance invalidité, congés payés, régime enregistré d’épargne-retraite (REER), et plusieurs avantages qui excèderont vos attentes, tels que le remboursement de frais de scolarité, des congés parentaux payés, l’accès à une bibliothèque complète de ressources de formation personnelle et professionnelle, des rabais d’employés, des assurances couvrant et plus encore! Postulez dès aujourd’hui pour vous joindre à nous dans un travail qui en vaut la peine!
Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a Registered Retirement Savings Plan (RRSP), and several that go above and beyond – tuition reimbursement, paid parental leave, access to a comprehensive library of personal and professional training resources, employee discounts, insurance coverage and more! Apply today to join us in work worth doing!
