Customer Success Associate

In this role, you will play a vital part in ensuring our clients’ success and satisfaction with our products and services. As a Customer Success Associate, you will collaborate with clients, address their needs, and contribute to our mission of providing valuable labor market insights globally. Highly successful candidates will have potential for career advancement within Lightcast, including but not limited to, an Account Manager role.

Please note this role is onsite at our Moscow, Idaho office. Candidates must reside in the Moscow area, or be willing to relocate to be considered.

Major Responsibilities

• Establish foundational proficiencies in Lightcast products, client markets, use cases, business processes, tools and customer success best practices.
• Act as a primary point of contact for assigned clients, building strong relationships and understanding their unique needs and objectives.
• Collaborate with cross-functional teams, including sales, support, and product, to ensure seamless communication and exceptional service delivery.
• Onboard new clients, providing guidance on product features, functionalities, and best practices to help them achieve their desired outcomes.
• Proactively engage with clients to understand their challenges and offer solutions, ensuring their success and satisfaction.
• Monitor clients’ usage and engagement with our products, identifying opportunities for upselling and cross-selling.
• Analyze and interpret client data to provide insights and recommendations for optimizing their experience and achieving their goals.
• Coordinate and conduct client training sessions, webinars, and workshops to enhance their understanding of our products.
• Address client inquiries, troubleshoot issues, and provide timely and effective solutions to ensure a positive client experience.
• Collaborate with the product team to relay client feedback and contribute to the continuous improvement of our products and services.
• Prepare and deliver regular performance reports and updates to clients, showcasing the value they have gained from our solutions.

Skills/Abilities

• Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.
• Strong customer-centric mindset, focusing on understanding and fulfilling clients’ needs and expectations.
• Proactive and self-driven attitude, with the ability to take initiative and find solutions independently.
• Organizational skills and attention to detail, ensuring accuracy in managing client interactions and information.

Education and Experience

• Previous experience in customer service, account management, or client-facing roles is a plus but not necessary.