Position Purpose and Impact

• The Private Campgrounds Customer Success Associate works directly with new and existing clients to provide product training and onboarding, implementation, and client support. The ideal incumbent is customer-focused, intelligent, empathic, friendly, and a customer advocate supporting two online campground reservation software. This role acts as the primary contact for key segments of customers to drive the achievement of annual department goals, objectives, and key performance indicators (KPIs).

Responsibilities

Own the Full Client Lifecycle – we build relationships for life

•  Be a customer advocate from day one by managing the full client lifecycle, ensuring clients have a superb experience from sales hand-off through implementation to renewal.
• Obsessively monitor your segment’s health, maintaining regular communication with all clients and conducting Quarterly Business Reviews as appropriate.
• Advocate for client needs and liaise with Sales, Implementation, Customer Support & Development to ensure clients have optimal experience.
• Proactively coordinate resolution to any client issues you uncover – identifying the correct person or resource to fix the issue, and proactively suggesting resolutions where none exist.

Help Our Clients Grow – we succeed when our clients succeed

• Maintain and grow your book of business – both through retention efforts and through uncovering upsell opportunities.
• Quickly identify client objectives and priorities to proactively suggest opportunities for optimization or improvement.
• Interface with Sales by identifying upsell opportunities that will help clients better meet their objectives as they grow with our software.
• Ensure clients are using Firefly Reservations to its fullest extent by identifying opportunities for further training and/or feature adoption.
• Maintains a deep knowledge and relationship with clients in assigned segments.
• Remains accessible to clients, acknowledging all client concerns within one (1) hour of receipt.
• Maintains accurate records, in alignment with department standards and policies, documenting client service actions and discussion.
• Ensures that all (100%) of interactions/sales are accurately recorded with related follow-ups scheduled per follow-up practices and expectations.
• Maintains personal product expertise by updating job knowledge through educational activities, training opportunities, personal networking, knowledge of client and market landscape information.
• Leads Aspira’s Company culture fostering teamwork, collaboration, transparent communication, and accountability within all actions. Representing the Private Campgrounds division professionally and maintaining a work environment that can be described as neat, pleasant, and approachable.
• Promotes Company and Private Campgrounds business policies and procedures, the quality of its products and reputation, and consistently supports compliance by maintaining the privacy and confidentiality of information, protecting the assets of the organization, and acting with ethics and integrity.
• Supports Private Campgrounds management and the Company by completing other objectives as assigned.

Desired Qualifications:

• Leads all facets of this position with excellent customer service.
• Demonstrated ability to project a professional and friendly image to internal and external clients.
• Proficient with Microsoft Suites, including Word, Excel, PowerPoint, and Office.
• Proactive, responsive, results oriented and resourceful, possessing the highest level of integrity and motivation.
• Ability to efficiently prioritize work and handle simultaneous tasks with success and accuracy.
• Detail-oriented, displaying an ability to manage multiple tasks simultaneously with strong organizational skills, and effectiveness under pressure with tight timeframes.
• Ability to work proficiently in a fast-paced environment while adapting to changing deadlines and priorities.
• Practices excellent written, interpersonal, listening, and verbal communication skills; consistently sharing important information, and ensuring all tasks deliver best in class client service from start to finish.

Desired Education and Experience

• Associates Degree in Business or other related discipline with a bachelor’s degree in Business, Account Management, or other related discipline strongly preferred.
• Minimum 5 years’ working in an account management, senior customer service, client success, technical account management, position with direct client interaction and accountability to customer experience.
• Minimum 2 year’s client service experience accountable to client key performance indicators (KPIs) and net promotor score (NPS) metrics.
• Track record of successfully collaborating and influencing cross-functional stakeholders for mutual solutions and an enhanced client experience and servicing.
• Previous account management or client services work experience within a software and/or SaaS company beneficial.

Desired Hardware and Software Competency

• Microsoft Suites Intermediate Level: professional usage of suites in an office setting
• Customer Relationship Management Tools: HubSpot, Salesforce, etc.

General Physical Demands

The below physical demands are representative of those required to successfully perform the essential functions of this job.

• Visual Acuity: Close visual acuity to read and analyze data on a computer monitor.
• Hearing Ability: Must be able to communicate effectively in person, over the phone, and through electronic media.
• Manual Dexterity: Operation of a phone, keyboard, mouse, and general office equipment.
• Repetitive Motion: Regular and consistent use of hands and fingers for typing, writing, and other computer-related tasks.
• Lifting and Carrying: Occasional lifting and carrying of office supplies and materials weighing up to 10 pounds.
• Sedentary Work and Body Position: The majority of work is performed while stationary or sitting at a desk or computer workstation. Prolonged periods of sitting and working on a computer are required. The ability to maintain the required body positions for extended periods, including sitting and using a computer is required. The ability to move within an office setting as well as departing and returning to a workstation punctually for assigned breaks periods is required.