At PFL a Vomela Company, every role opens a path to grow because your potential fuels our progress. Take pride in being part of a company thriving on the global stage, where our people create immersive brand experiences that leave a lasting impression. Here, you’re not just an employee; you’re an owner with a real stake in our success. Our strength is our people: a global team turning collaboration into extraordinary results.
Job Summary:
Customer Success Associates are accountable for managing PFL’s MarTech customer base, delivering customer success through outstanding execution, communication, and teamwork.
Schedule: Monday-Friday regular business hours
Hourly Rate of Pay: $25.00-$26.00/hour
Requirements
What You Will Do
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Provide outstanding day-to-day customer service via phone and email
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Attend team huddles to discuss team workload and priorities to ensure customer success
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Manage customer inventory levels to minimize disruption of service due to insufficient inventory without overstocking
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Perform duties necessary to launch new campaigns on time for customers, including but not limited to: timeline management through clear communication, program administration, procurement of physical items, production oversight, and facilitation of customer testing.
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Maintain open communication with Customer Success Managers regarding customer needs, new opportunities, customer problems, and how we will deliver success to each customer
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Generate and deliver periodic reports to customers
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Document customer-specific processes in Standard Work
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Create, participate in or manage one-off projects as directed
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Work effectively with all areas in the company to ensure customer success
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Contribute to continuous process improvement within the team and within Customer Success
What Success Looks Like: Successful Customer Success Associates:
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Ask thoughtful questions before proposing solutions
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Take initiative to recommend improvements instead of simply fulfilling requests
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Are energized by goals, performance metrics, and continuous improvement
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Build trust by understanding customers’ business, not just their project specifications
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Combine relationship-building with accountability for results
Qualifications
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2+ years customer service experience and a proven passion for customer success.
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Deals effectively with ambiguity and situations where there is not a single “right” answer
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Dynamic, self-motivated, high-energy team player who inspires others
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Demonstrates resilience in the face of adversity
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Willing to give and receive feedback to improve performance of self and others
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Identifies and analyzes significant problems and opportunities
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Recommends innovations that result in changes to existing services, procedures, and policies
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Evokes trust from others by keeping commitments and adhering to high ethical standards
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Impeccable attention to detail
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Sets high “stretch” standards of performance for self and all co-workers
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Accurately assesses the opinions and feelings of others; patient, empathetic, listens actively
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Demonstrates consistent logic, rationality and objectivity in decision making
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Familiar with basic business and accounting concepts
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Demonstrates basic adherence to project management principles and use of project management software
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Represents PFL/Vomela and the values we stand for: CARES ( Commitment, Accountability, Respect, Excellence, Service)
Essential Functions:
Proficient in navigating both internal and external software systems. Demonstrates the ability to use various software platforms efficiently and effectively including but not limited to:
o ADP/Timeclock
o PFL Database
o Microsoft Products
o Confluence
Execute physical tasks required to successfully perform CSA position such as standing/sitting for 8–hour shifts. Occasionally lifting, and transporting objects weighting up-to 20 pounds
Variety of functional movements including grasping, lifting, carrying, pushing, pulling, reaching, twisting, bending, stooping, climbing, and more.
Benefits
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Health Care Plan (Medical, Dental & Vision)
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Retirement Plan (401k, IRA)
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Life Insurance (Basic, Voluntary & AD&D)
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Paid Time Off (Vacation, Sick & Public Holidays)
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Short Term & Long Term Disability
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Training & Development
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Wellness Resources
