Customer Success Associate (San Antonio)

Position: Customer Success Associate Location: San Antonio, Tx Payrate: $18hr-$19hr

Job Summary: An Insight Global employer is looking for a Customer Success Associate to join the customer operations team. This person's main responsibility is to support Customer Success Managers and internal teams by ensuring operational excellence across customer experience, revenue recognition, churn mitigation, and continuous improvement. You play a key role in conducting audits and managing transactional efforts to deliver exceptional service. Success in this role requires strong organizational skills, attention to detail, and expertise in business operations and customer success, including workflow optimization, customer engagement, and alignment with company goals.

Must Haves Minimum of 3 years of Customer Success, Account Management, or Business Operations experience in a leadership role with negotiation, growth, & customer success.

Plusses Associates or Bachelor's Degree Background in clinical, healthcare, or medical space ITIL/PMP Certification Salesforce Experience

Major Duties and Responsibilities Customer Account Management Support Customer Success Managers in optimizing customer accounts. Resolve complex customer issues with a focus on long-term satisfaction. Build and maintain strong relationships with key customer stakeholders. Operational Excellence Lead process improvement initiatives for seamless customer interactions. Implement best practices to enhance service efficiency and effectiveness. Monitor and report on KPIs to identify improvement areas. Revenue Recognition and Growth Identify opportunities for upselling and cross-selling. Collaborate with sales and marketing to drive revenue strategies. Analyze customer data to maximize revenue potential. Churn Mitigation Proactively address factors contributing to customer churn. Develop retention strategies to boost loyalty. Conduct regular satisfaction reviews and risk assessments. Company Improvement Provide feedback to improve products, services, and processes. Participate in cross-functional projects for innovation. Stay updated on industry trends and best practices. Audits and Compliance Conduct audits to ensure compliance with standards and regulations. Maintain accurate records of customer interactions and transactions. Adhere to SOPs and quality standards. Customer Lifecycle Management Optimize strategies for each stage of the customer lifecycle. Monitor journey metrics and take corrective actions. Ensure consistent communication throughout customer engagement. Data Analysis and Reporting Analyze customer feedback to identify trends. Prepare reports on satisfaction, churn, and revenue growth. Use insights to guide strategic decisions. Training and Development Mentor junior team members on customer success best practices. Develop and deliver training programs. Incorporate industry knowledge into team development. Process Improvement Identify and address gaps in existing workflows. Collaborate with teams to refine customer success processes. Customer Advocacy Represent customer needs within the organization. Participate in advisory boards and feedback sessions. Work with product teams to integrate customer feedback. Event Coordination Plan and manage customer engagement events. Represent QualTex at industry conferences. Organize appreciation initiatives to enhance loyalty. Crisis Management Develop plans to resolve urgent customer issues. Coordinate internal responses during critical situations. Maintain transparent communication during crises. Customer Onboarding Design onboarding programs for smooth customer transitions. Set clear expectations and goals with new customers. Support integration during the initial engagement phase. Quality Assurance Ensure adherence to quality and regulatory standards. Conduct regular audits of accounts and processes. Implement continuous improvement initiatives.