Job Description:

As a Customer Success Agent (CSA), you play a key role in driving customer satisfaction and retention by understanding each client’s business and how our solutions support their goals. You will cultivate strong, long-term relationships and position yourself as a trusted advisor to your customers. Your responsibilities include delivering smooth and impactful on-boarding experiences, ensuring clients are effectively trained and supported from day one. You’ll maintain a thorough knowledge of our products and proactively guide customers to the features and functionalities that best align with their specific needs. Acting as the voice of the customer, you will represent their interests internally, escalating issues, sharing feedback, and advocating for enhancements that improve their experience. Your insights will directly influence how we evolve our offerings and better serve our customers.

Responsibilities:

• Act as the communication hub for our customers and partners, coordinating support requests and answering questions, as well as driving the response from other internal departments

• Promote engagement with Inriver customer resources such as Academy, Inriver Community and the Ideas Portal

• Drive awareness and adoption of new platform functionality across the customer base

• Work closely and build strong relationships with our implementation partner teams to ensure collaboration and smooth experience for our customers

• Take ownership of service issues, ensuring they are resolved within our SLA agreements to minimize customer churn

• Manage all inbound customer emails and support tickets

• Add and update customer information in relevant systems

• Coordinate with sales to ensure the smooth transition and onboarding of new customers

• Coordinate customer invitations to trainings, user forums, webinars, and events

• Identify opportunities to expand revenue in accounts through upsell and migration

• Create and facilitate satisfaction surveys

Required Skills & Qualifications:

• Bachelor’s Degree required

• Excellent communication and interpersonal skills

• Strong empathy for customers and passion for revenue growth and customer satisfaction

• Proactive and willing to define and/or improve basic processes

• Basic technical understanding of the different platforms and systems that our customers are using

Live the core values!

• We are invested – we lead by example & we deliver on our promises!

• We are inclusive – we are in it together & no one is as smart as all of us!

• We are ingenious – we cultivate curiosity & we are forward-thinking!