customer success AssociateCONFIDENTIAL COMPANY

Job Description
Act as subject matter expert for online, including developing documentation related to customer training and user guides
Develop expertise in all products and solutions that Titanium provides and be able to train and clearly explain the benefits and functionality of each solution
Help customers find creative uses and implementations for their suite of services to match their HR Needs
Maintain accurate records and provide pertinent reporting about customers' first 90 days of service using the Company's System/Product
Host training sessions and maintain existing and create new training materials for new customers
Demonstrate sound judgment and initiative to satisfy and serve external and internal customers and stakeholders
Provide superior customer support via email and telephone to nonprofit customers
For existing customers, provide re-training (as needed) and first level support for product and technology issues
Collaborate with the Customer Success Supervisor and Head on outreach strategy to increase customer engagement, drive donation volume, and maintain high levels of customer retention
Work with internal team to gather insight about customer behavior and product feedback to fuel customer success and Network for growth
Performs other duties as assigned
Minimum Qualifications
Approximately 2-3 years of experience in implementation, customer success and/or account servicing
Creative problem-solver that can envision and articulate solutions to complex customer problems and issues
Consistently demonstrates the ability to express both oral and written thoughts and ideas clearly and concisely
Entrepreneurial approach that builds and nurtures strong and lasting relationships both internally and externally
Experience in developing and delivering, via phone and email, web-based training for customers preferred
Working knowledge of the Internet and web-based applications
Excellent ability to multi-task; must have a high level attention to detail and accuracy
Consistently demonstrates a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner
Must be well organized
Must work well across multiple teams: sales, product, technology, marketing and customer support
Experience working with MS Office applications