Customer Success Associate

Employment Type:

Non-Exempt

Reports to:

Director, Customer Success

Function:

Operations

Job Type:

Full-Time – W2

Starting Salary Range: $45,000 - $50,000

Location: Draper, Utah

Objective

Alleva is a leading edge EMR/ CRM SAAS based organization that is built upon the foundation of ‘helping the helpers’ mission. This is our entry level Customer Success Associate with an opportunity to join an amazing team and growing organization. We are looking for the ‘RIGHT’ individuals that can provide white glove support to our Customer Success team and to our customer base and look forward to growing with us with career progression opportunities.   

Core Position Responsibilities

The primary responsibilities of this role are as follows:

·      Work with internal teams, specifically the Customer Success manager in supporting them and their account base to accomplish their goals, help with support related needs, and various form re-build and other projects as assigned. This may include analyzing product usage data, site analysis, providing recommendations to enhance usage, adoption, and collaboration with the CSM for their and the customers’ success.

·      Take inbound phone calls / Live Chats from clients to provide them support for their purchased products. This may include doing the following:

o  Provide empathy, support, and clarity regarding their questions, how-to steps, or accomplish their needs within the systems

o  Initial troubleshooting of their potential issues to determine the potential root cause. This may include working with the client on a screen share to help gather the details / information needed to either resolve their concern or escalate to the next level of support.

o  Provide white glove service with a target to maintain a customer CSAT score of greater than 90. 

·      Document all customer interactions within the company’s CRM tool for all interactions / notes.

Required QUALIFICATIONS

Education: High School Diploma or GED Equivalent. 

o  Previous Technical Support Experience: > 1 year

Technical Skills

o  Environments: Windows

• Windows: > 1 year
• Cloud Environments: > 1 year

Software Proficiencies

o  Familiar with cloud-based systems - > 1 year

o  Google Suite - > 1 year

o  Virtual platform (Zoom, Webex, etc.). - > 1 year

 Non-Technical Skills

o  Excellent communication skills & detail oriented – Able to speak clear and well via phone, text, and email.

• Display strong teamwork and interpersonal skills.

o  Ability to translate technical knowledge to usable or understandable terminology to the remainder of the organization.

o  Advanced troubleshooting skills & executing a root cause analysis procedure.

• Must have excellent problem-solving skills and enjoy challenges.
• Organized and able to multi-task well
• Ability to work with a list of requirements, identify solution(s), and implement successful solutions.

ADDITIONAL REQUIREMENTS

• Typically functions in a remove virtual & Office environment. *
• Typically requires sitting, speaking, and computer use for extended periods of time. Travel may be required up to 10%.