Customer Success Associate

Job Description

Do you love to build, innovate, create and collaborate? Come grow your career and make an impact with PrimePay – a growth focused, flexible and established Human Capital Management (HCM) SaaS technology company.

As we continue our evolution and growth into a leading HCM SaaS technology provider to businesses, we are seeking our next Customer Success Associate. The Customer Success Associate is responsible for developing partnerships with assigned clients to ensure long-term, successful relationships for PrimePay. You will be managing a portfolio of customers assigned to you to support and manage client expectations. The Customer Success Manager is the key contact for the client’s decision makers.

At PrimePay, we are seeking those excited to build, create, and innovate. We are problem-solvers who move quickly, collaborate with agility and differentiate through people, purpose and commitment. With a 30+ year history, we are writing the next chapter of our journey with a focus on great technology, a People First Culture and a commitment to personal and professional growth. At PrimePay, our extraordinary people create our future every single day. Interested? Join us in our evolution!

Customer Success Associate responsibilities include:

• Conduct periodic account reviews with client executives
• Collect, schedule, and present data for monthly reporting, including challenges, trends, highlights, action plans, account status, and planning
• Develop presentations outlining products/service benefits in line with clients’ strategic plans
• Handle escalated calls effectively and with the utmost professionalism
• Manage Outstanding Account Balances of customers in collaboration with the Accounting team
• Solicit references from customers to be used in the RFP process for prospective customers
• Provide Bi-Weekly updates regarding Platform releases
• Exhibit strong listening skills and a proactive approach in assisting clients
• Demonstrated ability to build and maintain strong relationships with clients
• Strong time-management, organization, and problem-solving skills
• Proven presentation skills and the ability to take the lead on conference calls
• Experience in a fast-paced environment with the ability to manage multiple tasks and priorities
• Familiarity with ChurnZero, Salesforce, Salesforce Service Cloud (a plus)
• Must have a strong customer service mindset and be dedicated to meeting the expectations and requirements of internal and external customers
• Knowledge of HCM industry is a plus but not required

Success will come if you have:

• Bachelor’s Degree or its equivalent in education and experience
• 1-2 years SaaS technology account management experience
• Scalable account management experience a plus (300+ Accounts)
• Experience with owning a book of business with gross/net retention and NPS goals
• HCM industry experience preferred but not required
• Payroll, HR and Benefits product experience (a plus)
• Outstanding written and verbal skills
• Demonstrated ability to think strategically
• Demonstrated strong influencing & negotiating skills
• Demonstrated time management and prioritization skills

PrimePay Offers:

• A competitive salary of $55 – 65K plus bonus
• Access to personal, group training and career advancement
• Leadership development through individualized support and career mentoring
• Medical, dental and vision insurance, 401(k) with match, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD

Tagged as: Customer Success Associate