The Customer Success Associate is responsible for nurturing and maintaining long-term relationships and customer loyalty resulting in the achievement of revenue targets and retention. This role serves as a customer advocate providing business and industry insight with the goal of achieving excellent customer satisfaction. The Customer Success Associate reports to the Director of Customer Success.
What We Do
Silverchair is a product development partner to the scholarly and professional publishing industries. What that really means is we use and create advanced technologies to connect doctors, scientists, and researchers to the information they need to keep up with cutting edge research, diagnose complex conditions, or survey the literature within thousands of topic areas. Silverchair facilitates this activity by developing incredibly dynamic online tools and applications.
How We Do It
Over the last 25 years, we have learned a lot – from both failures and successes. We maintain a progressive mindset and aim to create the knowledge products of the future – and we expect the same mindset from our carefully selected team of professionals – be progressive, be excellent, and learn constantly.
What You Will Be Doing
Review and facilitate execution of client contracts to ensure scope, cost and terms provide business value to clients and Silverchair
Identify revenue opportunities within assigned accounts through communications, programs and other activities as needed, collaborating with marketing, sales, business development and operations, and others.
Meets enhancement targets and expectations for profitability.
Create revenue forecast deliverables to support Silverchair reporting and management
Champion an elevated understanding of customer behavior, segmentation and specific areas of opportunities across the organization.
Prioritize and advocate for clients to utilize Silverchair resources to deliver client commitments and business value
Assist to identify, resolve and communicate dependencies between clients and Silverchair priorities, features and schedule
Act as liaison for internal and external communications with assigned accounts. Manage ongoing interaction points and ensure a positive relationship with assigned accounts. Provide regular status reports and manage task lists on assigned accounts progress for all project areas.
What You Need To Bring
Qualified candidates will:
Have strong client facing communication skills with a focus on building collaborative relationships and the ability to promote inclusion of diverse knowledge, skills and experiences to achieve results. Ability to influence others, understands others’ perspectives, stand firm and compromise appropriately.
Be analytical thinker with strong troubleshooting skills and the ability to think systematically as well as the ability to think strategically and develop creative solutions.
Have demonstrated the ability to manage change, influence colleagues at all levels, and gain alignment between colleague and customer expectations.
It Would Be Great If You Had Experience In
2-4 years of experience in account management or similar client-facing role
Experience managing portfolio of clients with revenue of $1m or above
Knowledge/experience in scholarly or professional publishing and SaaS model, preferred