Customer Success Associate

About Us

UJET is the world’s first and only cloud contact center platform for smartphone-era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000 agents globally and is trusted by innovative, customer-centric enterprises like Instacart, Turo, Wag!, and Atom Tickets to intelligently orchestrate predictive, contextual, conversational customer experiences. 

Opportunity 

We are looking for an experienced and skilled Customer Success Associate to join our team. The CSA is a reactive customer-facing role focused on driving customer value and success through optimal utilization of the UJET platform. This is accomplished by ensuring customers realize and experience value from UJET, monitoring indicators of customer health, addressing customer concerns, and helping them better use our technology/platform to meet their corporate goals and objectives. With established trust and loyalty, this role seeks to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities. The CSA will carry a high coin of customers that they support. This role is also responsible for driving product adoption during the customer journey to result in frictionless renewals. We are looking for an analytical thinker who will strategize and manage the needs of his/her customer portfolio, while collaborating with the internal UJET team. The role requires strong product understanding as well as excellent customer-facing and presentation skills. 

Responsibilities

• Build value-based relationships with customers that have basic licenses and customers engaged in proof of concepts
• Construct and implement customer success plans, proving ROI, and product adoption
• Analyze customer metrics, including usage data, health indicators, and renewal dates in alignment with objectives
• Develop and present Business Reviews annually
• Mitigate customer risk or churn by identifying root causes, defining and activating solutions, and deploying cross-functional support
• Identify and qualify opportunities for expansion

Requirements

• Experience with Contact Center Technology services and software, including Telephony and/or Telecommunications software, a plus
• Ability to work in a fast-paced startup environment and maintain composure and tact in high pressure situations
• Proven track record of strong internal and external relationships
• Self-driven, focused and motivated
• Team-oriented with a dedication to forward-thinking and creative problem solving
• Commercially minded with a proven success record in transforming customer’s businesses and upselling/cross-selling growth
• 2-3 years of relevant experience (preferably in SaaS)
• Bachelor's degree or equivalent experience

 UJET is an Equal Opportunity Employer

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit. (Thanks CultureAmp who came up with this statement - it’s too good and too important to not repeat)

Compliance Responsibilities

Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities.

 Why UJET?

In addition to our great team and disruptive technology, we offer our teammates a competitive compensation and benefits package, work/life balance, unlimited vacation, stock options, monthly game nights, and more!