The Customer Success Associate will support the fast-growing Customer Success Management (CSM) team by reliably maintaining and improving our processes. Our CSM team is here to help customers unlock more value and maximize their results with our software solution for quality and compliance.Our goal is to meet and exceed clients’ expectations by acting as trusted advisors supporting their digital transformation.
Key Responsibilities include:
- Upload data for customers: Products, POs, Entities, Checklists, measurement charts
- Place booking made in QIMAone into the QIMA Service Platform
- Support the Customer Service chat: support@qimaone.com on entry-level queries of our support chat (cache issues, resend invitations, etc...)
- Prepare onboarding emails for customers
- Invitation email and guidelines to new users
Standardization, Processes, Training:
- Contribute to Internal projects of formalization and standardization: all processes to be mapped in clear SOPs
- Create models to answer current business questions; validate and understand the conclusions
- Create presentations for Customer meetings
- Create quotation files and follow the invoicing process
Monitoring, Tracking and Follow-up:
- Check daily the QIMAone Brand accounts to monitor activity
- Make sure all tickets are handled according to the SLA
- Follow the training completion with new users on a weekly basis
Presentations and Content Creation:
- Prepare follow-up after demos: email, recording, dedicated handbook
- Create and edit videos: from demo and for training purpose
- Create aliases and maintain the logins and passwords
- Prepare test and defect checklists based on client’s documents and best practices
