As a Customer Success Associate, you will empower senior leaders at retail brands and non-profits to attain their goals by leveraging ID.me’s cutting edge identity verification software. You will be tasked with building, maintaining, and cultivating relationships with a portfolio of clients to whom you will be a trusted advisor and advocate. By understanding your clients’ business and objectives, you’ll identify opportunities for growth, provide comprehensive reporting and help build executive consensus to implement and optimize new marketing strategies.
The ideal candidate is highly competitive, self-motivated, patient and both a strong leader and teammate who wants to make a major impact on some of the top brands in the world while having a lot of fun doing it!
If you love the fast-paced environment of a startup, creative solutions for digital marketing, working with smart people and opportunities for fast growth, then this is an incredibly unique opportunity to join an accomplished team as we scale.
Own the relationship and ultimate success of a portfolio of ID.me’s customers, including initial onboarding, strategy development, product optimization, and retention
Develop a trusted advisor relationship with clients, understanding their business strategy and KPIs
Deliver next-level results and service while continuously considering creative solutions to improve products and increase adoption
Serve as your clients’ advocate internally by liaising with senior leaders across ID.me including sales, marketing, product, engineering, and support
Maximize value for your clients by influencing decision makers to implement ID.me according to best practices and by leveraging our entire suite of services
Transform clients into champions by maintaining high levels of engagement and communication, conducting routine performance reporting, strategic planning, and business reviews
Drive customer advocacy in the form of case studies, testimonials, and referrals
Contribute to the evolution our of process and product through organized and data-driven communication
Effectively identify, respond and resolve integration issues and renewal risk both independently and through collaboration with ID.me teammates
1-3 years of experience in Customer Success, Account Management, Strategic Partnership, Business Development, or related area
Demonstrated success in fast-based and demanding environments – you relish adversity, overcoming obstacles and solving challenging problems
Strong communication skills and high EQ makes you patient, tact, resilient, and equally effective in building consensus and deescalating conflict
Detail-oriented with the ability to learn quickly and manage multiple relationships while setting priorities and remaining organized
Strong quantitative and analytical skills with the capacity to independently build convincing, data-driven proposals
Proactive, confident and energetic attitude with the desire to be a key player on a high-performing, fun-loving team
Entrepreneurial spirit with a healthy dose of humility
ID.me is a venture backed company in hyper-growth. We are adding about a new million users per month with more than 30,000 new users signing up per day. We have had negligible business customer churn since inception, and we almost always significantly upsell and cross-sell accounts after establishing a relationship.
To make the world a more trusted place by enabling transparent and efficient interactions between people and organizations.
Our Core Values:
- Don't be a jerk. *Always compete. *Ask questions like a 5-year old. *Inspire people with your passion. *Make something better every day. *Treat each customer like your favorite family member. *Own your mistakes so you can learn from them. *Details are everything. *Act like a scientist, not a talking head. *Be truthful (even when it's hard). *Reflect ID.me's values in your actions. *If the rule prevents the right outcome, then break the rule.