Note: The job is a remote job and is open to candidates in USA. Appficiency Inc. is a company that empowers businesses with innovative software solutions, focusing on Microsoft and NetSuite environments. As a Senior Customer Success Associate, you will ensure customers achieve lasting success with these products by leading onboarding, training, and ongoing engagement while contributing to customer retention and satisfaction.
Responsibilities
- Lead the onboarding of new customers and partners, guiding them through product setup, configuration, and best practices for using Microsoft 365 and NetSuite offerings
- Deliver or coordinate comprehensive training sessions to ensure customers and partners are confident in using our products effectively
- Build and maintain strong, trust-based relationships with customers, acting as their primary point of contact and advocate within SnapOn Software
- Proactively monitor customer health and engagement, conducting regular check-ins, analyzing usage trends, and addressing potential issues before they escalate
- Troubleshoot and resolve functional or process-related issues; collaborate with Technical Support on more complex technical cases, ensuring timely resolution and clear communication
- Support the Sales and Customer Success teams with product demos, reviews, and expansion opportunities to enhance customer value
- Maintain accurate and organized customer documentation, including success plans, issue logs, and usage reports
- Gather, document, and communicate customer feedback to internal teams to drive continuous improvement of our products and services
- Mentor and support junior team members, sharing knowledge, reviewing work, and contributing to their professional development
- Assist in refining customer success materials including user guides, training resources, and knowledge base articles
Skills
- 3–4 years of experience in Customer Success, Account Management, or Product Support, ideally within a SaaS or technology-driven organization
- Bachelor's degree or diploma in Business, Information Systems, or a related field, or equivalent experience
- Strong working knowledge of Microsoft 365 and/ or NetSuite platforms, with an understanding of how customers use these products to achieve business outcomes
- Demonstrated ability to manage customer relationships independently, handle escalations, and drive positive customer outcomes
- Excellent communication and presentation skills, able to engage both technical and non-technical audiences
- Strong analytical and organizational abilities, with experience using data to identify trends, track adoption, and inform actions
- Proven problem-solving and troubleshooting skills, with a proactive approach to identifying and resolving customer challenges
- Experience creating or refining training and enablement content such as guides, FAQs, and videos
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