Customer Success Associate

Job description

At Leapfrog, our mission is to be a role model technology company. We want to be trusted partners, world-class engineers, and creative innovators for our clients. We have built awesome software products across various verticals and take pride in our craftsmanship that has produced greater results in the software industry and the overall ecosystem.

As a Customer Success Associate you will work closely with our clients to ensure they succeed with their missions with us. Build strong relationships with clients and become their trusted partners. You will work closely with the leadership team to proactively recognize project risks, engage clients and develop customer communication strategy. You will be responsible for client happiness and make sure their goals are met.

This position offers you an excellent opportunity to work with world class start-ups.

Your major responsibilities will be:

  • Identify clients goals and align the development team and related parties like Account managers, Project managers, Engineering managers, Team leads with the goal of the client.

  • Research and maintain the client's background, perform competitive analysis of client’s business, identify resources within the company that will contribute to overall success of the client.

  • Liaise with the development team and communicate client success criteria.

  • Proactively Identify and maintain project risks and foster an early warning culture within the organization.

  • Optimize the value of services provided to our clients and nurture a Customer First culture within teams.

  • Work proactively to deliver an excellent customer experience.

  • Maintain account reports, collect and analyze NPS scores, develop client engagement strategy. Ability to identify growth opportunities, churn risks and regularly report Account Health.

  • Ability to handle multiple projects simultaneously.

Job requirements

  • IT, Engineering, or MBA Graduate with at least 2 years of experience in client facing roles.

  • A customer-first attitude; strong passion for exceeding customer expectations.

  • Demonstrated success in understanding a customer’s business and building relationships with customers.

  • Excellent written and verbal communication skills with the ability to develop communication strategy for each account in collaboration with Account Managers.

  • Self-starter who can work independently and collaboratively.

  • Ability to work with diverse cultures, empathize with each role and propose a middle-ground that works in achieving customer success.

  • People-oriented, friendly can-do positive attitude.

  • Excellent analytical and problem-solving skills. Able to analyze the available data and make decisions that affect the account health on a regular basis.

  • Solid organizational skills including attention to detail and multitasking skills