Dept: Customer Experience

Reports to: Manager, Digital Customer Experience

Reviewed: 03.2024

Position Summary

As an Associate Customer Success Manager, you will be responsible for managing a portfolio of clients and ensuring their satisfaction and success with our products and services. You will be the primary point of contact for your customers and will collaborate closely with them to understand their needs, address their concerns, and provide them with the guidance and support they need to achieve their goals. In addition, this position is responsible for developing customer relationship management and ensuring adoption and engagement with our platform for our lower ARR customers.

Key Responsibilities

Build and maintain strong relationships with customers, serving as their primary point of contact for all issues related to our products and services.
Establish a trusted advisor relationship with customer stakeholders and executive sponsors to drive the value of OnBoard.
Understand customer business goals and objectives to ensure that clients derive maximum value from their investments in OnBoard and fully utilize the services on an ongoing basis.
Onboard new clients, ensuring a smooth transition and setting clear expectations for service delivery and support.
Develop a deep understanding of the platform features and solutions to ensure customers are leveraging the platform’s functionality to its fullest potential.
Monitor customer usage to track adoption, opportunities for optimization, expansion, and at-risk early warning signs. Monitor client accounts and provide proactive support and guidance to ensure their ongoing success.
Proactively engage with existing customers periodically to promote customer relationships and ensure satisfaction with our product.
Serve as the voice of our customers cross-functionally, providing feedback and insights internally.
Conduct regular business reviews with clients to assess satisfaction, gather feedback, and identify areas for improvement.
Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure client needs are being met.
Identify opportunities for growth and expansion within existing clients accounts.
Help develop and update training documentation, presentations, and content that will help onboard new customers and provide continued value to all customers.
Work closely with our sales, product, marketing, and engineering teams to develop and prioritize the customer experience.

Skills And Experience Needed

Bachelor’s degree in business, marketing, or a related field, preferred.
1-3 years of experience in a customer-facing role at a technology solution managing customer engagements or account management role.
Passion for understanding and helping customers solve real-world business challenges by leveraging technology solutions.
Experience with cross-functional collaboration including Sales, Marketing, Support, Product/Development, and other internal teams.
Excellent problem-solving and analytical skills, with the ability to identify and address issues in a timely manner.
Ability to manage customer conversations at all levels, including direct or indirect negotiations.
Ability to work independently and manage multiple client accounts simultaneously.
Experience using Microsoft Office, Salesforce, ChurnZero, or similar systems.
Excellent verbal, written, presentation and project management skills.

Competencies

Accountability

Adaptability

Building Partnerships

Business Acumen

Creating an Inclusive Environment

Customer Focus

Dealing with Ambiguity

Driving for Results

Initiating Action

Influencing

Managing Conflict

Planning and Organizing

Technical/Professional Knowledge/Skill

About The Company

Boards set the standard for what organizations can achieve. At OnBoard, our board management software helps boards function at a higher level so every organization can make a bigger difference in the world.

Launched in 2011, today, OnBoard serves as the board intelligence platform for more than 5,000 organizations and their 12,000 boards and committees in 60 countries worldwide. With customers in higher education, nonprofit, healthcare systems, government, and enterprise business, OnBoard is the leading board management provider.

Passageways, doing business as OnBoard, has grown from a class project at Purdue University in West Lafayette, Indiana in 2003 into the world’s leading board management software platform today. With a recent $100 million investment from JMI Equity and our recent purchase of meeting management software company eSCRIBE, we’re poised to grow to even greater heights.

Diversity Statement - Culture Of Togetherness

At OnBoard, our mission is to encourage and celebrate a culture of togetherness. We acknowledge that uniqueness is powerful, and we welcome, foster, and appreciate all. Diversity, Equity, and Inclusiveness fuel the Pathfinder atmosphere and all our efforts. Our power is in our people and we Pledge 1% to give back to our communities and across the globe.

OnBoard is an equal opportunity employer and committed to a diverse and inclusive working environment. OnBoard does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation please email peopleops@passageways.com.

OnBoard jobs

Associate Customer Success Manager