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Archipelago · 3 days ago

Customer Success Associate

NYC Metro Area

Full-time

Hybrid

Entry Level

$80K/yr - $100K/yr

2+ years exp

Archipelago is redefining the landscape of commercial property and casualty insurance with a powerful AI platform. The Customer Success Associate will support customer onboarding, develop relationships with enterprise accounts, and collaborate with customer success managers to ensure deliverables meet expectations.

Responsibilities

Support customer onboarding plans and timelines, prioritizing value delivery

Collaborate with customer success managers to ensure customer deliverables are synchronized with expectations and repetitive problems are resolved with long term solutions

Communicate and consult with customers to align platform deployment timing and configuration. Track timeline and dependencies, including change management

Support business reviews and ongoing training, as required

Support compilation and messaging of customer feedback and requirements to the product management and product marketing teams to improve service quality

Contribute to the continuous improvement, accuracy and efficiency of the customer onboarding process

Lead management of customer facing FAQs, user guides, and in-app engagements

Interpret and diagnose data-related discrepancies to guide appropriate teams to troubleshoot

Maintain Support Service Level Agreements (SLA)

Qualification

Account managementCustomer successData analysisSaaS experienceBachelor's degreeCommercial insurance experienceProblem-solvingMicrosoft OfficeGainsightJiraZendeskEmpathyCommunication skillsOrganizational skills

Required

A minimum of 2 years of experience in account management, customer success, and/or consulting in a B2B client-facing position

Critical thinking and problem-solving capabilities; proficiency in data / business analysis

Strong communication skills; can give an excellent presentation, engage meaningfully with customers, and write an eloquent and concise e-mail

Highly organized and inquisitive with an interest in developing business acumen

Empathy with a knack for understanding what a customer really needs and why they need it

Previous experience of browser-based web apps preferred, with familiarity using third-party tools such as Microsoft Outlook, Excel, PowerPoint, Word, Gainsight, Shortcut (or Jira), Pylon (Zendesk or similar), and Slack also preferred

Bachelor's degree required