Customer Success Associate

The key focus of the Customer Success Associate is to deliver an outstanding customer experience (CX), including education, guidance, best practices, troubleshooting and overall proactive partnership outreach for a subset of Sisense’s customers.

The Customer Success Associate will use a combination of self-service and customized materials to onboard customers and respond to and resolve customer questions and issues. The successful candidate will provide day-to-day communication, handle inbound customer inquiries and apply industry knowledge to ensure high customer satisfaction. The Customer Success Associate is an individual contributor that will work as part of a dispersed team and is a part of the Customer Success department at Sisense.

This role has a preference for ET/CT based candidates, and are open to other time zones if candidates are okay working eastern hours.

Principal Duties and Responsibilities:

• Provide proactive support and engagement to customers, ensuring they see value in our partnership through regular communication and check-ins.
• Manage the renewal process, negotiating agreements to minimize churn while identifying opportunities to expand product usage across accounts.
• Address customer inquiries with empathy while maintaining a strategic business mindset, ensuring timely issue resolution in accordance with SLAs.
• Develop and execute proactive communication plans to educate customers on available tools and resources, driving high adoption and utilization rates.
• Utilize internal platforms such as Gainsight and Salesforce to analyze customer data and provide insightful, fact-based recommendations.
• Serve as a liaison between customers and internal teams, providing valuable feedback on product roadmaps, feature enhancements, and customer needs.
• Adapt quickly to shifting priorities, manage ambiguity effectively, and maintain a composed and professional demeanor in all interactions.
• Contribute to process and operational improvements that enhance team efficiency and elevate the overall customer experience.

Qualifications & Skills:

• BS or BA degree - recent college graduates encouraged!
• 1-3 years of experience in working cross functionally and with customers, with a proven track record of delivering client solutions a plus.

Ideal Candidate:

• Exceptional organizational, communication and follow up/follow through skills a must
• Direct experience working with customers through providing excellent customer care and support at a software or similar high-tech company a plus
• Self-starter with desire to learn and has a problem solver mentality
• Values teamwork and clear communication
• Tenacity in problem solving and conducting research internally and externally to find solutions.
• Ability to multi-task and adapt to change quickly
• Excellent interpersonal communication skills, both written and verbal
• Remains calm in a fast-paced work environment
• Demonstrates thoughtful leadership in assessing problems and opportunities
• Experience using CRM tools (preferably Salesforce and Gainsight) and bug tracking tools such as JIRA

About Sisense:

Sisense stands as a beacon of light in the embedded analytics landscape, recognized globally for pioneering solutions that infuse intelligence into every facet of business. As we continue on our journey and explore the vast opportunities of the API economy, we're positioning ourselves for unprecedented growth.

Our vision is bold and transformative: a future where analytics and insights underpin every decision, every process, and every interaction. Our team, an amalgamation of diverse perspectives and unique skills, is our secret weapon. At Sisense, we foster a culture of innovation, collaboration, and inclusivity, powering our relentless drive to redefine what's possible in the world of analytics.

Join us in this ambitious journey. This position offers more than a job; it's a chance to reshape the industry, redefine the future of analytics, and be a part of a team that's pushing boundaries. Let's shape the future of analytics together.

**USA Only

For roles in the US, Applicants must be authorized to work in the US as we are unable to provide employer sponsorship at this time.

CO Posting: The base pay range for candidates located in Colorado is $50,000-$60,000 (/yr). The salary of the finalist selected for this role will be based on a variety of factors, including but not limited to market location, internal equity, job-related knowledge, experience and training, education, skill sets, and other business and organizational needs. A bonus, equity, commissions, and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, depending on the position offered. This position may be considered a promotional opportunity. The disclosed salary range represents an estimate of the base compensation for candidates who can or will be located in Colorado. This range may vary with respect to candidates whose primary work location is outside those jurisdictions.

NYC and CA Posting: The base pay range for candidates located in New York City and California is $50,000-$60,000 (/yr). The salary of the finalist selected for this role will be based on a variety of factors, including but not limited to market location, internal equity, job-related knowledge, experience and training, education, skill sets, and other business and organizational needs.The disclosed salary range represents an estimate of the base compensation for candidates who can or will be located in New York City or California. This range may vary with respect to candidates whose primary work location is outside those jurisdictions.