Associate Customer Success Consultant

The Associate Customer Success Consultant will manage a diverse set of customer accounts

across North America and will broadly be responsible for successful product adoption, mitigating product and usage risks, consistent renewals, and building customer advocates. We are looking for candidates with 1-2 years of total (relevant) experience in a similar field.

Key Responsibilities

Customer Account Management

• Manage a portfolio of accounts across North America and be accountable for all portfolio-level activities
• Work with the onboarding team to bring in customers seamlessly onto Fyle and ensure they have the resources they need to start using the platform
• Maintain good account health which includes onboarding, product adoption &

utilization, on-time guidance, user confidence, and account renewal/growth

• Manage and convert PoCs (proof of concept) successfully

Customer Engagement and Advocacy

• Drive product adoption, increasing confidence and trust in Fyle amongst users
• Develop customer relationships that promote retention and loyalty
• Support internal teams with customer advocacy. Reach out to customers to request

feedback and garner online reviews, testimonials, case studies

• Manage Bugs and feature requests to closure. Participate in CS-Engineering, CS-

Product forums to prioritize, raise and track these to closure

Process Standardization

• Monitor key health parameters related to customer usage, support performance, user feedback and account engagement, and take appropriate action to align with health targets
• Provide appropriate customer context for features, bugs and service requests
• Work with support and product teams to de-escalate customer situations
• Manage all customer escalations and red flags to closure