Overview

Client Success Associates (CSA) are members of Degreed’s Client Success team responsible for furthering platform adoption and nurturing client relationships after implementation and roll out. The CSA will be the face of Degreed to manage key projects and programs for designated clients. This individual will be required to have strong Degreed product knowledge and be able to evaluate, advise and educate clients on best practices and product enhancements. The CSA will also coordinate engagement and communication efforts alongside the client to ensure successful program delivery.

This position, which can be based in a Degreed office or remote anywhere in India, reports to the Director, Global Client Success and will be a key member of our Client Success team delivering a world-class experience to some of the leading, well-known companies in the world. All team members are expected to operate at the highest levels of professionalism with key stakeholders, senior leaders and executives of our clients, partners and cross-functional team members. The top performance measures of this role is constant improvement of client experience and increased client advocacy to help ensure client renewal.

Day in the Life

80% – Direct Client Management

  • Develop and manage comprehensive project plans; scheduling, resource planning, & coordination, communication planning, etc.
  • Responsible for driving targeted milestones to meet agreed timelines
  • Measure project performance using appropriate systems, tools and techniques
  • Assist with client projects where deeper solutioning is required
  • Host strategic consulting with clients related to Client Success activities, including: product education, data review, use cases, help with launches, reengagement, value realization plans and communication planning
  • Manage inbound requests from clients related to the product and consulting in best practices

20% – Operational Plan and Efficiency

  • Work on cross-functional projects (creating assets, improving operations) to help optimize processes in collaboration with the Director, Global Client Success 
  • Work with stakeholders across the business (Product, KADs, Engineering) to advocate for scalable client needs, provide context to challenges, and partner on potential solutions
  • Collaborate with Director, Global Client Success in developing process flow, documentation, templates, digital client facing assets, process optimization and tools

Who You Are

  • 2-5 years experience managing and coordinating multiple projects/initiatives and client relationships concurrently, with the ability to prioritize in the face of competing demands
  • Solid organizational skills including attention to detail
  • Proven relationship management skills with a customer service mindset
  • Excellent client-facing and internal written and verbal communication skills
  • Experience with Gainsight, ZenDesk, Google Suite, Microsoft Excel and PowerPoint or similar tools
  • Knowledge of Learning & Development softwares and/or a background in L&D or Talent Management

What Sets You Apart

  • SaaS implementation or support experience a plus
 
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