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Customer Success Associate

Assembled

Assembled

Customer Service, Sales & Business Development
San Francisco, CA, USA
Posted on Saturday, June 1, 2024

Assembled is building software to transform and elevate customer support teams, which often represent 20-50% of the people at a company. Our workforce management platform helps some of the fastest-growing, most innovative companies in the world—including Stripe, Etsy, and Robinhood—to schedule, forecast, and organize their support teams. We’ve raised $70m in funding from the likes of NEA, Emergence Capital, and Stripe itself. You’ll be joining a special group of people who learned the ropes at companies like Stripe, Google, Atlassian, Twitter, Airbnb, Looker, NEA, Bain, and more.

Summary

You’ll be in on the ground floor of a company that’s building software that uniquely solves a universal and acute problem within all service organizations. We’re proud of the momentum we’ve achieved with early partners that include many of the most innovative services teams like Stripe, Salesforce, Robinhood, Etsy, TaskRabbit, and CashApp.

The Customer Success Associate role within our Strategic Customer Success team is a hybrid role spanning both customer implementation and longer-term customer success. This is a very detail oriented, operations-focused role working with our largest, most Strategic “Frontier” customers. You’ll partner closely with an Implementation Manager and Strategic Customer Success Manager to streamline our implementation process, improve customer conversion, satisfaction, expansion, and retention.

At Assembled, we believe strongly in the value of being the best partner to our customers. This is a high priority team within Assembled with exposure to cross-functional leadership (including CEO, co-founders) and a large level of responsibility that will help accelerate your career.

Responsibilities

  • Partner with an Implementation Manager during the Implementation process with our largest “Frontier” customers to:
    • Coordinate schedules, meetings, and stakeholder attendance
    • Prepare and maintain project plans
    • Prepare reporting and analysis on early usage and adoption
    • Track and prioritize product feedback
    • Manage and nurture influential stakeholders, both internally & externally
  • Partner with a Strategic Customer Success Manager post implementation to:
    • Create and refine Business Reviews
    • Analyze customer usage data to offer best practices and recommendations
    • Investigate product questions in partnership with Support
    • Document product feedback and partner with internal teams on customer resolution
  • Support and drive growth, net revenue retention, and product adoption across our Frontier customer portfolio
  • Identify opportunities for us to improve and refine our Implementation and Success process with Frontier customers in the spirit of “Make Enterprise Repeatable”
  • Represent the voice of our Frontier customers in our product development

About You

  • You enjoy working with customers: You enjoy developing relationships and can collaborate effectively with a wide range of constituents, adjusting your messaging accordingly. At Assembled, we’d expect you to become comfortable interacting with C-level execs, support agents, and engineers alike both in person and in virtual settings.
  • Operational rigor: You appreciate the value of data integrity, streamlined processes, and scalable systems for building a data-driven GTM team and you are known for bringing operational excellence to your work.
  • You don’t give up: You have the grit, determination and tenacity needed to push through roadblocks within highly unstructured environments
  • You have a track record for getting things done: You know how to juggle competing priorities and drive towards outcomes. You're great at keeping everyone up to date.
  • You can think strategically while being in the weeds: You can identify key trends and insights from customer conversations and the broader market to connect the dots on what we should do on go-to-market and product.
  • You have a nose for value: You can parse through the noise to determine what matters most, leveraging data to break down complex, amorphous problems. You can frame options and decisions in ways that help internal and external stakeholders get to outcomes.
  • You are a great team member: You are collaborative, humble and helpful. You are available to help your teammates when needed and are able to balance your priorities with the overall team's. You're not afraid to try things you've not done before and failing. You thrive on feedback
  • Preferred: 1-3 years of experience in customer-facing, highly strategic, operational, and analytical environments e.g. business operations, management consulting, investment banking, private equity, venture capital, or customer success. Experience with SQL or similar query language.

Our U.S. benefits

  • Generous medical, dental, and vision benefits
  • Paid company holidays, sick time, and unlimited time off
  • Monthly credits to spend on each: professional development, general wellness, Assembled customers, commuting and community-support agriculture (CSA)
  • Paid parental leave
  • Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices
  • 401(k) plan enrollment