Customer Success Associate

New York, US
Customer Experience
Full-time
As a Customer Success Associate, you are focused on securing healthy long-term adoption among your assigned portfolio of customers through training, follow-ups and additional check-ins. You are a driven, customer-centric, team player who loves leveraging your versatility and critical thinking aptitudes to develop relationships and deliver results for our customers.

What you'll do

    • Serve as the primary point of contact for the customer during and post-implementation of Falcon.io
    • Develop a trusted advisor relationship with customer stakeholders to drive product adoption. Educate customers on how to leverage features and new releases
    • Understand the customer needs and link them to workflows in our products
    • Conduct periodic customer health-checks to understand behaviour and proactively address inactivity and/or missed opportunities
    • Help strategize with the customer at key stages of the lifecycle on how to optimise their use of the product, ensuring ROI
    • Partner with internal Falcon.io stakeholders (account managers and strategy advisors) to align account activities with the customer's business case and strategy
    • Identify renewal risk and collaborate with internal teams to alleviate blockers and ensure a successful renewal

What you have

    • English to a native fluency level but other languages are a plus
    • Customer-centric mindset with a passion to help customers
    • Strong relationship management (tailoring for the different stakeholders)
    • Excellent problem-solving skills and good technical knowledge
    • Digital Marketing industry knowledge to deliver valuable advice
    • Solid organisational skills like project management and milestone completion
    • Comfortable with working towards set targets e.g. goal-driven and accountable
    • The drive to steer customers to succeed with a data-driven approach

What we offer

    • Competitive base salary plus bonus and commission
    • Catered lunch, drinks and snacks daily
    • Individual health insurance covered 100% by Falcon
    • Dental and vision insurance
    • 401(k) with company match
    • Social activities such as “Friday Bars” and team building events
About Falcon.io
Falcon.io provides a unified SaaS platform for social media listening, engaging, publishing and managing customer data. We enable our clients to explore the full potential of digital marketing by managing multiple customer touch points from one platform. Our platform has already achieved great international traction in the market, with its technology endorsed by partnerships with Facebook, Twitter and Instagram.

Founded as Falcon Social in Copenhagen in 2010, we now also have offices in New York City, Berlin, Budapest, Sofia and Melbourne. We’re a highly diverse team, and we’re always looking for passionate and curious people who want to be part of a fast-paced, high-energy environment.