Appficiency Inc. · 2 months ago
Senior Customer Success Associate
United States
Full-time
Remote
Mid, Senior Level
3+ years expAppficiency Inc. is dedicated to empowering businesses with innovative software solutions, particularly for Microsoft & NetSuite environments. As a Senior Customer Success Associate, you will ensure customers achieve lasting success with these products by leading onboarding, training, and ongoing engagement while supporting customer success processes.
ConsultingEnterprise Resource Planning (ERP)Information Technology
Responsibilities
Lead the onboarding of new customers and partners, guiding them through product setup, configuration, and best practices for using Microsoft 365 and NetSuite offerings
Deliver or coordinate comprehensive training sessions to ensure customers and partners are confident in using our products effectively
Build and maintain strong, trust-based relationships with customers, acting as their primary point of contact and advocate within SnapOn Software
Proactively monitor customer health and engagement, conducting regular check-ins, analyzing usage trends, and addressing potential issues before they escalate
Troubleshoot and resolve functional or process-related issues; collaborate with Technical Support on more complex technical cases, ensuring timely resolution and clear communication
Support the Sales and Customer Success teams with product demos, reviews, and expansion opportunities to enhance customer value
Maintain accurate and organized customer documentation, including success plans, issue logs, and usage reports
Gather, document, and communicate customer feedback to internal teams to drive continuous improvement of our products and services
Mentor and support junior team members, sharing knowledge, reviewing work, and contributing to their professional development
Assist in refining customer success materials including user guides, training resources, and knowledge base articles
Qualification
Required
3–4 years of experience in Customer Success, Account Management, or Product Support, ideally within a SaaS or technology-driven organization
Bachelor's degree or diploma in Business, Information Systems, or a related field, or equivalent experience
Strong working knowledge of Microsoft 365 and/or NetSuite platforms, with an understanding of how customers use these products to achieve business outcomes
Demonstrated ability to manage customer relationships independently, handle escalations, and drive positive customer outcomes
Excellent communication and presentation skills, able to engage both technical and non-technical audiences
Strong analytical and organizational abilities, with experience using data to identify trends, track adoption, and inform actions
Proven problem-solving and troubleshooting skills, with a proactive approach to identifying and resolving customer challenges
Experience creating or refining training and enablement content such as guides, FAQs, and videos
Company
Appficiency Inc.
We Are Market Makers.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2018-01-01Acquired
Leadership Team
Carlos Palacio
Chief Information Officer & Chief Product Officer
Recent News
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