Client Success Associate

Role Overview

• Provide timely, professional customer service by responding to inbound client calls and inquiries, resolving issues or routing requests appropriately
• Serve as a primary point of contact for assigned or key clients, including ownership of escalated customer service issues and delivery of customized solutions
• Support clients in navigating and effectively using the platform through system walkthroughs, tailored guidance, and best‑practice recommendations to drive adoption and value realization
• Apply critical thinking, communication, and interpersonal skills to independently resolve complex customer issues and ensure high levels of client satisfaction
• Collaborate with cross‑functional internal teams, peers, partners, and resellers to resolve client challenges and improve service delivery and operational efficiency
• Prepare and deliver client‑facing reports, presentations, or demonstrations that communicate platform features, benefits, updates, and measurable outcomes
• Contribute to revenue generation and customer retention through proactive client engagement, including identifying appropriate upsell and cross‑sell opportunities
• Lead or support special projects and cross‑functional initiatives, contributing insights and recommendations that support operational and strategic goals
• Mentor and support other Associates by sharing platform knowledge, customer service best practices, and issue‑resolution techniques, as appropriate
• Perform other related job functions as assigned

Requirements

• High School Diploma or equivalent
• 1+ year of customer‑facing experience (with increasing responsibility as proficiency grows)
• Excellent verbal and written communication skills
• 2+ years of general computer usage, including web‑based applications and Microsoft Office or related tools
• Strong customer service and relationship‑management skills, including the ability to manage escalations and deliver customized solutions
• Ability to independently assess and resolve complex customer scenarios using sound judgment and critical thinking

Benefits

• Medical, Dental, and Vision plans — EWN covers upfront costs for employees and eligible dependent children
• Voluntary benefits (life insurance, short‑term disability, etc.)
• Retirement plan with company match (up to 4%)
• Flexible Spending Accounts (Health & Dependent Care)
• Health Reimbursement Account (HRA)
• Employer‑paid Life and AD&D Insurance
• Paid Parental Leave