CallTower · 3 hours ago
Client Success Associate
Rochester,NY,US
Full-time
Onsite
Mid Level
4+ years expCallTower is seeking a Client Success Associate who will act as a customer advocate, ensuring satisfaction and growth for their existing customer base. The role involves managing customer requests, addressing escalated issues, and effectively communicating CallTower’s solutions to meet customer needs.
CollaborationMessagingTelecommunications
Responsibilities
Assist with unnamed accounts and become a reliable resource for customers
Under direct supervision manage the day-to-day operational and tactical aspects of multiple customer escalations; effectively communicate plans, progress and status both internally and to customer organizations
Respond to customer requests from different sources such as marketing campaigns, inbound phone calls or escalations from our support team
Understand and relay CallTower’s solution offering to customer; be able to understand customer needs and communicate how CallTower’s solutions can solve those needs
Address customer relationship issues for unnamed accounts; urgently address customers marked 'At-Risk' and take effective actions to save the account
Assist customers in product migration efforts; communicate the migration path
Engage and participate in up-sell/cross-sell activities
Create and provide quotes for CallTower services; process the orders in accordance with internal policies/processes
Follow up with customers who may feel dissatisfied to ensure issue resolution and a satisfactory conclusion
Other duties as assigned by management
Qualification
Required
4+ years of Customer Service experience
Customer focused personality, able to interact and deescalate tense situations
Working customer service skills, ability to work independently and efficiently to meet deadlines, and adapt to a fast-paced dynamic environment
Skilled with maintaining up-to-date records of customer interactions in Salesforce
Excellent verbal and written communication skills, including excellent listening skills
Preferred
Associate's degree preferred or 3 years of equivalent experience
Benefits
Annual Market comp evaluation
85% employer paid Medical plans (HDHP and PPO options)
Dental/Vision
PTO accrual starts day one
100% 401k match on first 4%
Paid Parental Leave
100% Employer paid life insurance, LTD, EAP, telehealth, Gym Pass
Company
CallTower
CallTower is a leader of Corporate Communications.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
BV Investment PartnersBregal Sagemount
2023-11-16Private Equity
2018-03-06Debt Financing
Leadership Team
Bret L. England
Chief Executive Officer
Paul Holden
Vice President EMEA Sales
Recent News
2026-01-06
2025-12-31
Company data provided by crunchbase