The Associate Customer Success Consultant will manage a diverse set of customer accounts across North America and will broadly be responsible for successful product adoption, mitigating product and usage risks, consistent renewals and building customer advocates.
Key Responsibilities
Customer Account Management
Manage a portfolio of accounts across North America and be accountable for all
portfolio-level activities
Work with the onboarding team to bring in customers seamlessly onto Fyle and ensure
they have the resources they need to start using the platform
Maintain positive account health which includes onboarding, product adoption &
utilization, on-time guidance, user confidence, and account renewal/growth
Manage and convert PoCs (proof of concept) successfully
Customer Engagement and Advocacy
Drive product adoption, increasing confidence and trust in Fyle amongst users
Develop customer relationships that promote retention and loyalty
Support internal teams with customer advocacy. Reach out to customers to request
feedback and garner online reviews, testimonials, case studies
Manage Bugs and feature requests to closure. Participate in CS-Engineering, CS-
Product forums to prioritize, raise and track these to closure
Process Standardization
Monitor key health parameters related to customer usage, support performance, user
feedback and account engagement, and take appropriate action to align with health targets
Provide appropriate customer context for features, bugs and service requests
Work with support and product teams to de-escalate customer situations
Manage all customer escalations and red flags to closure