Customer Success Associate (Part-Time)

 

Be a Part of the WOS Team!

Working for WOS is more than a job, it's the start of a new career, a unique opportunity to develop your skills through training and individual mentorship. Founded in 2005, Workforce Opportunity Services (WOS) is a leading nonprofit organization committed to developing the skills of untapped talent from historically underrepresented communities through partnerships with organizations dedicated to diversifying their workforce. This includes people of color, women, veterans, first-generation college graduates, and early-career aspirants.

How We Do It

WOS uses a scientifically-based model derived from research conducted at Columbia University that enables us to recruit, educate, train, and place high-potential candidates with leading organizations around the world. To date, WOS has served 6000+ individuals through partnerships with more than 65 corporations in 60+ locations worldwide. For more information, visit wforce.org.

About The Opportunity

WOS is supporting FeedbackNow's search for a motivated Customer Success Associate. FeedbackNow tracks and manages CX performance with intuitive and interactive data analytics.

The Customer Success Associate will be responsible for assisting with all client needs, which includes data analysis for the FeedbackNow solution in the US along with Central and South America. The ideal candidate should have a strong client orientation and be committed to quickly satisfying client requests. In short, this role will directly handle and ensure end to end client success, while supporting the manager and working with other members in the team.

Responsibilities:

• Act as an SME on the product with continual assistance for additional training, analysis on the product's data collection, and driving renewals or upsell opportunities.
• Maintain critical client information in various databases and management tools to ensure accurate data collection and project documentation.
• Provide in-depth data analysis to assist clients' business decision-making process and maximize customer satisfaction for airports, convention centers, and other industries, to be utilized in progressing larger contracts or renewals.
• Assist the US supply & service team for any deployed customers to answer inquiries regarding maintenance, the product, or further training.
• Travel to client locations to perform maintenance, installations, and on-site visits on an as needed basis.

Skills:

• Product management – Being an expert on the product, delivering assistance to multiple teams and customers on all facets of the business.
• Organize client details to effectively manage supply chain, shipping needs, and equipment duties.
• Ability to consistently manage and execute deliverables on-time and according to budget.
• Data analytics – Identify trends and provide solutions to business challenges.
• Manage new or existing client information to track each accordingly with KPI's.

Requirements:

• Fluency in English is mandatory
• Experience with customer care end to end
• A strong client orientation; committed to quickly satisfying client requests
• Good communication skills (written, phone, or in person with clients)
• Detail oriented
• A pragmatic, hands-on, can-do mentality
• Ability to travel
• Good numerical, analytical, and problem-solving skills
• Bachelor's degree in related field is preferred
• SalesForce / Totango experience is preferred

Job Type:

• Part-Time
• Minimum of 20 hours/week. Additional hours available based on workload.

Salary:

• $20.00/Hour

Location:

• New York, NY

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