Customer Success Associate

For this job we are currently only hiring candidates based in the United States.

About the opportunity

Ontra is seeking a Customer Success Associate (CSA) reporting to our Team Lead, Customer Success.

The CSA will be a key player on the Contract Automation Customer Success team and will support the team across all accounts on projects, tasks, issue resolution, and deliverables such that it allows us to drive the most value for our customers.

If you consider yourself proactive, energetic, and self-driven, and are looking to grow your customer success career in a fast-paced environment, then we’d love to hear from you!

What you’ll do

• Customer Onboarding & Adoption: Support the speedy onboarding of customers and their implementation of our Contract Automation product; support the department in increasing the adoption and utilization of Ontra’s CA product and its features.
• Retention & Expansion: Contribute to the department’s retention and expansion goals by assisting with elements of the customer journey and by helping our Contract Automation customers find value in our CA solution.
• Ontra App and Salesforce: Become an Ontra app expert, staying up to date on core processes; and manage all Ontra app and Salesforce updates.
• Process optimization: Efficiently enact the customer journey and help constantly improve the company’s customer-facing processes.

What you’ll bring

• Experience: At least one year of professional work experience within the customer success or customer service spaces; experience within legal tech or fintech environments preferred.
• Verbal & written communication: You communicate in a clear, concise, and compelling way, and have excellent professional writing skills and email etiquette.
• Diligence and attention to detail: Effective project management and consistent delivery of timely, high-quality work.
• Organization: You are process-oriented and are comfortable creating and maintaining systems upon which others rely, especially in a global, remote environment.
• Efficiency: You have excellent time-management skills, can prioritize tasks appropriately, and work to streamline processes.
• Desire to learn: You have the desire and ability to rapidly learn about our customer base and their different requirements while adapting to new platforms quickly.
• Relationship management: You seek to accurately understand and proactively meet customer needs, establishing a foundation of trust and partnership in relationships with key customer stakeholders.

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