[Remote] Customer Success Associate

Note: The job is a remote job and is open to candidates in USA. SimplyAgree is a signature and closing management platform for attorneys managing complex private and public transactions. They are seeking a full-time Customer Success Associate to act as a product expert liaison, responding to customer support requests and providing user training while ensuring a premier customer experience.

Responsibilities

• Promptly respond to customer support issues via our support software, email, and/or live screen shares
• Act as a rotating point of contact for SimplyAgree’s SMB customers, many of whom have complex deals and regular support needs
• Manage renewals and upsells for SimplyAgree’s SMB customers
• Work with our Engineering team members to find, analyze, and resolve technical client issues
• Conduct end user training, product demos and Live Transaction Guidance, ensuring users know how to use SimplyAgree
• Identify opportunities and develop resources for improved product onboarding experiences
• Analyze customer support data, including common issues, peak support days, and issues categorized by organization or end user, and report findings to the Customer Success team
• Proactively identify patterns in customer feedback to recommend improvements to our product and/or support processes
• Work closely with Product team to maintain and update our comprehensive Knowledge Base

Skills

• Effective communicator who can build trust with SimplyAgree end users and internal team members
• Patient and enjoys teaching new skills to others
• Problem solver who can think creatively to provide strategic guidance
• Self-motivated learner and proactive team player – comfortable working independently with a high level of autonomy over support issues
• Ability to occasionally cover US holidays or take tickets over the weekend is a plus

Benefits

• Private healthcare insurance options for you and your family, including vision and dental care
• A 401(k) savings plan
• Flexible spending accounts
• A home office allowance
• A generous time-off policy, including unlimited PTO, with a suggested minimum of four weeks of vacation to recharge

Company Overview