Customer Success • Senior

Who you are

You have a proven track record in customer success or support roles, ideally with 5+ years of experience. You excel in handling customer queries efficiently and maintaining high standards of customer satisfaction. Your ability to mentor and lead a team is complemented by your strong communication skills, allowing you to act as the voice of the customer internally. You are adept at collaborating cross-functionally with Product, Engineering, and Customer Success teams to enhance the overall customer experience. You thrive in environments where you can drive initiatives that improve team operations and customer interactions. You are passionate about developing an expert-level understanding of products and their impact on customers, which is a rare skill set that adds significant value to your role.

What you'll do

In this role, you will take on responsibilities that go beyond day-to-day customer support. You will handle customer queries with a focus on efficiency and quality, ensuring that every interaction meets the high standards set by Almabase. You will work closely with the Support Manager, acting as a second-in-command to help lead the team and mentor associates. Your initiatives will include setting up automations, improving internal documentation, and enhancing the overall support experience. You will also be involved in driving strategies to achieve service level agreements (SLAs) and customer satisfaction (CSAT) targets. As you gain experience, you will co-lead support initiatives and assist in recruitment efforts, guiding the next generation of customer success associates. Your role will prepare you for future managerial or strategic positions within Almabase, as you gain exposure to leadership and process optimization.

What we offer

Almabase prides itself on delivering exceptional customer experiences, and as a Senior Customer Success Associate, you will play a key role in maintaining this reputation. You will have the opportunity to work with a diverse range of customers, enhancing your problem-solving and communication versatility. The company fosters a collaborative environment where you can develop your skills and grow within the organization. You will be part of a team that values innovation and continuous improvement, allowing you to make a meaningful impact on customer success and support operations.