Customer Success Associate
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About Our Client
Our client is the world’s most comprehensive impact intelligence platform — delivering real data to businesses on impacts within their supply chain. Trusted by 40,000 global brands, retailers, and manufacturers, it provides the single source of ESG intelligence needed to accelerate business and industry transformation.
Through strategic and meaningful customer relationships, the company provides key insights around supplier performance, product impact, trends analysis, and compliance. When a company wants to change how business is done, it enables that systemic shift.
Backed by a dedicated global team of individuals aligned by values, the organization proudly operates as a public benefit corporation with backing from mission-aligned investors.
About The Role
The FFC platform is a compliance management solution that provides tools for social and environmental compliance programs for companies and non-profit organizations focused on improving workplace conditions.
The FFC Platform Customer Success team is responsible for managing relationships with current and potential FFC Customers. This team helps maintain and build relationships with assigned accounts, acting as the bridge between external organizations and the Product Development & Support team. The Customer Success Associate will be assigned to less complex accounts and will work under the direction and guidance of more senior Customer Success team members while developing the skills necessary to support accounts independently. Additionally, this role will support other team members on account-specific tasks, including supplier data management. The Customer Success Associate will report to the Sr. Customer Success Manager.
What You'll Do
Ongoing Customer Services
- Meet with customers regularly to ensure they maximize the use of the platform. Understand their needs and, with support from more senior team members (if needed), plan how to meet those needs and generate solutions (i.e., platform configuration or custom development).
- Assist customers with custom development specifications, create JIRA tickets, obtain development estimates, write proposals/SOWs, present to customers, and ensure follow-up for decision-making.
- Monitor development, test all GUI and functional changes, and keep customers informed of progress and when their input is required (UAT approval, etc.).
- Enlist support from more senior team members and/or the Product Development team for complex requests.
- Raise tickets for discovered and reported system bugs or confusing system functions. Monitor support ticket progress, keep customers informed of status, and manage backlog.
- Track customer support hours and flag usage or customer disengagement concerns with management as necessary.
- Assist with customer billing (annual fees and custom development) and receivable collection (resolve invoicing questions and reasons for slow payments).
_Quality Assurance, Communication & Customer Engagement_
- Participate in Sprint Release bug and customer enhancement testing, including regression testing.
- Assist with preparation of release notes.
- Assist in creating training materials.
- Update existing training materials and documentation for FFC platform enhancements.
Customer Onboarding
- When prospects become customers, perform or assist more senior team members with customer onboarding through needs assessment, training, configuration, planning for custom development (involving BA/Product Development Team for complex development), factory data import, and general account support.
Supplier Data Management & Other Cross Customer Support
- Monitor the Support mailbox. Resolve and respond to issues where possible or forward emails to correct recipients for resolution.
- Accept, acknowledge, and process customer submissions of Factory lists, handle the deduplication process, and communicate with submitters to resolve questions and issues.
- Monitor interface activities and resolve discrepancies.
- Respond to customer inquiries about potential duplicate suppliers on the platform, research, and help moderate the factory merging process with customers.
- Perform testing of systems changes that may impact supplier profiles, supplier matching algorithms, supplier merge utilities, and any operational APIs related to supplier information.
We'd Like to See
- Bachelor’s degree.
- Minimum of 4 years of professional experience.
- Strong ability to build interpersonal relationships with customers and colleagues.
- Excellent communication skills and professional presence.
- Ability to work collaboratively in a team environment.
- Eagerness to learn and take on new tasks (often beyond the job description).
- Strong organizational skills to effectively handle multiple customer needs. Able to multitask, prioritize, and manage time efficiently.
- Motivation to work with the organization in support of its mission.
- Background in technology, corporate social responsibility (CSR), and sustainability is desired.
- Ability to travel occasionally to meet with team members or provide customer support.
Benefits and Perks
- Comprehensive benefits including 90% employee premium and 75% spouse/dependent premium covered.
- Company-sponsored 401k with up to 4% match.
- Incentive Stock Options.
- 100% Parental Paid Leave.
- Unlimited PTO.
- 13 company holidays.
- Competitive salary and performance-based bonuses. Healthcare, retirement matching, and equity for US employees.
- Office stipend to acquire necessary supplies. No-meeting Fridays to combat Zoom fatigue.
- Flexible time off. Encouragement to take time needed for recharging.
- Opportunities for social connection including culture committee, coffee chats, and interest groups.
Compensation
$65K – $70K
5% Annual Bonus Plan
Incentive Stock Option Package
Work-from-home stipends
