Job Description
Title: Client Success Senior Associate
Location: Philippines
- Philippines – Remote OK
- Full-Time
At Athena, we power possibilities through transformative delegation. True leaders reflect on what they want in life and map out the path to get there. Athena is the path. We offer rigorously-tested delegation coaching technology and an exceptional Philippines-based EA to keep our driven clients moving forward. The result is 10x more leverage, more time, and more impact in work and life.
As a part of the Athena team, you will have an exponential opportunity, empowering the fiercely ambitious to reach the most audacious goals.
We need a Client Success Senior Associate who is prepared to turn up their sleeves and help come up with the company’s client success strategies. The ideal candidate must build strong relationships with customers and work with internal leaders from different departments to give our clients consistently great experiences.
High-Level Responsibilities
- Effective Communication: Effectively interact with both internal and external senior-level management to comprehend client demands, enhance customer retention and growth, and share lessons learned.
- Strategic Planning and Management: Maintain and enhance customer success strategies, best practices, and customer support information; maintain current customer success indicators and data in accordance with directives.
- Collaborate and Lead: Collaborate and work closely with team members to support renewals and expansion opportunities.
Specific Responsibilities
- Work directly with all CSMs, CS support team, and CS Admin Assistants to ensure that each portfolio is achieving its ideal ticket close time (according to ticket type).
- Work closely with the partnership heat map to ensure that partnerships in red, yellow, and dark green are being addressed swiftly and properly.
- Ensure that the CS Admin Assistant LMS is continually kept up to date and improved upon so that our Admin Assistants can work more efficiently.
- Own Monday reports at CS team huddle on feedback form patterns and distills lessons learned during CS team meetings for Ops, onboarding, and LX
- Own new hires to receive the correct training materials in CS.
- Own technical client-facing communications and problem solving through email.
- Own client-facing communications when a CSM is out of office.
- Ensure that any EA resignation is handled instantly, methodically, and with extreme care.
- Serve as the go-to for client success administrative assistants for any urgent questions throughout the work week.