Associate Customer Success Manager

Reltio is a company that believes data should fuel business success, offering AI-powered data unification and management capabilities. The Associate Customer Success Manager will support tech touch customers to ensure they derive maximum value from Reltio's platform, focusing on customer adoption and retention through strong relationships and effective use of resources.

Responsibilities:

• Manage a portfolio of tech-touch customers using Customer Success tools (Gainsight, and internal tools) to ensure that Reltio is adopted well and the customer is deriving value from the solution to promote ROI and customer retention
• Develop a basic understanding of each customer's business goals and objectives to tailor support and encourage product utilization
• Assist customers with utilizing available resources, such as Reltio Documentation, Reltio Learn and Support, to achieve their goals
• Document and review the success plan, provide guidance on the customer journey to help customers achieve their goals
• Track customer health and adoption metrics to identify opportunities and potential risks, and proactively address customer needs
• Timely data capture and documentation within internal applications to ensure data driven decisions are being made to proactively identify adoption and retention risk
• Identify, document and track critical customer information such as usage, health scoring and desired outcomes to make data driven decisions across the organization to proactively identify and mitigate risk
• Monitor customer progress and usage data, escalating high-risk accounts to senior team members as needed
• Regularly communicate with customers to check in on their satisfaction and help them troubleshoot any challenges they encounter
• Identify opportunities for customers to expand product usage, driving cross-sell or upsell opportunities through tech touch strategies
• Collaborate with the sales and support teams to ensure a seamless customer experience and drive engagement with new product features

Requirements:

• Bachelor's degree in Computer Information Systems, Business Technology, or similar degree
• Strong interest in customer success, technology, and learning about SaaS products
• Possess strong, verbal and written communication skills with the ability to build trust and rapport with customers
• Ability to understand customer needs and articulate how Reltio products can help them achieve their business objectives
• Ability to manage time and prioritize effectively, balancing the needs of multiple customers
• A passion for helping others and a willingness to learn in a dynamic, fast-paced environment
• Experience or interest in software architecture and understanding how applications fit together within a customer's ecosystem
• Experience with cloud software solutions or an interest in learning about SaaS and cloud technology
• A problem-solving mindset with a focus on delivering practical solutions and value to customers
• Basic knowledge of customer success metrics (such as retention, adoption, and growth) is a plus but not required