Customer Success Associate

Company Overview:

Identity Automation is the leading provider of identity and access management (IAM) solutions designed specifically for educational institutions. Our innovative Software-as-a-Service (SaaS) offering, RapidIdentity Cloud (RIC), empowers K-12 districts to streamline access, enhance security, and improve efficiency. We are passionate about making a difference in the lives of educators and students by simplifying identity management.

About the Role:

As a Customer Success Associate at Identity Automation, you will play a crucial role in ensuring the success of our tech-touch customer segment. You will focus on building relationships, driving adoption of our RapidIdentity Cloud solution, and ensuring these clients receive maximum value. This role offers an excellent opportunity to learn and grow within the Customer Success field, working closely with experienced team members to develop your skills and expertise.

In addition to a competitive base salary and benefits program, we offer incentive compensation for eligible employees. We are looking for a candidate with great communication skills who is familiar with Salesforce and Customer Success software (ChurnZero), but most importantly, someone who is passionate about delivering outstanding customer experiences.

Join the team at Identity Automation and make a difference in the lives of educators and students across the country!

Responsibilities:

• Drive Customer Engagement: Proactively engage with tech-touch customers through various channels (email, webinars, online resources) to drive adoption and usage of RapidIdentity Cloud.
• Customer Advocacy: Be the primary point of contact for your assigned accounts, proactively addressing their needs and ensuring their satisfaction. Focus every interaction on the results they seek and how Identity Automation can help them achieve those results.
• Account Management: Develop and execute Account Plans for your book of business, establishing clear retention goals, milestones, and success metrics. Triage and respond to customer queries in a timely way.
• Drive Value of RapidIdentity Solutions: Collaborate with the Enablement and Services Teams to guide new customers through the onboarding process. Ensure adoption of RapidIdentity Cloud for all customers in your portfolio. Provide ongoing support and guidance to maximize their use of the platform. Mitigate risk and escalate concerns to provide best-in-class service for your customers.
• Customer Communication: Develop and deliver proactive and engaging content (e.g., newsletters, tutorials, best practice guides) to keep tech-touch customers informed about new features, updates, and best practices.
• Health Monitoring: Monitor customer health metrics and identify potential churn risks. Proactively reach out to at-risk customers to address concerns and offer support.
• Data Analysis: Track and analyze customer usage data to identify trends and opportunities for improvement. Report on key metrics and contribute to the development of strategies to enhance customer engagement.
• Collaboration: Work closely with the Customer Success Team, as well as other internal teams (Support, Product, Marketing), to ensure a cohesive and effective customer experience.
• Customer Advocacy: Act as a champion for tech-touch customers, gathering feedback and sharing insights with the product team to drive continuous improvement.
• Continuous Learning: Maintain a strong understanding of Identity Automation's products, services, and the evolving needs of the K-12 education market.

Qualifications:

• Bachelor's Degree or equivalent experience.
• 0-2 years of experience in Customer Success, Sales, Account Management, or a related field. Entry-level candidates are encouraged to apply.
• Experience working with K-12 school districts is a plus.

Abilities and Skills:

• Communication: Excellent written and verbal communication skills. Ability to communicate effectively with a variety of audiences.
• Technical Aptitude: Comfortable with technology and SaaS solutions. A willingness to learn new technologies is essential. Experience with Salesforce or other CRM systems is a plus.
• Customer Focus: Passionate about delivering exceptional customer experiences. Dedicated to understanding and exceeding customer expectations.
• Problem-Solving: Strong analytical and problem-solving skills. Ability to identify and resolve customer issues effectively.
• Collaboration: Ability to work effectively across cross-functional teams. Strong team player.
• Time Management: Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Self-Motivated: Highly motivated and results-oriented. Proactive and takes initiative.

Additional Notes:

• Up to 10% Travel
• Variable Compensation: Combination of Net Revenue Retention (NRR) and Upsell Goals
• • Annual and quarterly Cross Sell/Upsell targets
  • Contract Renewal with uplift, leading to Net Revenue Retention (NRR)