Customer Success Associate

This is a remote position.

Miami Christmas Lights is seeking a proactive and customer-oriented Customer Success Associate to join our remote team in the Philippines. The Customer Success Associate will be responsible for supporting the Customer Success Manager and Customer Success Manager in ensuring that our B2B clients are satisfied, retained, and successfully utilizing our products and services. This role involves regular communication with clients, managing their inquiries, assisting with onboarding, and helping to identify opportunities for upselling and cross-selling. The ideal candidate is a strong communicator with a passion for helping clients succeed.

Key Responsibilities:  

• Client Onboarding: Assist in the onboarding process for new clients, ensuring they understand how to use Miami Christmas Lights' products and services effectively.
  

• Client Communication: Serve as the first point of contact for client inquiries, providing timely and accurate responses and escalating issues to the Customer Success Manager or Customer Success Manager as needed.
  

• Client Engagement: Regularly check in with clients to ensure they are satisfied with the products and services, and help them resolve any issues or concerns.
  

• Upsell and Cross-Sell Support: Identify opportunities for clients to benefit from additional products or services, and collaborate with the sales team to present these opportunities.
  

• CRM Management: Maintain accurate and up-to-date client information in the CRM system, ensuring all interactions and follow-up actions are documented.
  

• Feedback Collection: Gather feedback from clients about their experience and satisfaction with Miami Christmas Lights, and share insights with the Customer Success Manager to drive continuous improvement.
  

• Reporting: Assist in preparing reports on client satisfaction, retention, and product usage, and present findings to the Customer Success Manager.
  

Requirements

• Education: Bachelor’s degree in Business, Marketing, Communications, or a related field is preferred.
  

• Experience: 1-2 years of experience in a customer support, client services, or customer success role. Experience in the holiday or seasonal products industry is a plus.
  

• Skills: Strong communication skills, both written and verbal. Fluent in English, both written and spoken. Proficiency in using CRM software and Microsoft Office Suite.
  

• Characteristics: Detail-oriented, empathetic, and able to manage multiple client interactions simultaneously. A team player with a proactive approach to problem-solving.
  

Benefits

Base Salary:  

• Range:
  

• $12,000 - $18,000 USD salary, plus bonuses and commissions. Total earns to be $24,000 - $36,000+ USD.
  

Performance-Based Bonuses:  

• Client Satisfaction Bonus: Bonuses based on achieving high client satisfaction scores
  

• Retention Bonus: Additional bonuses for maintaining a high client retention rate
  

• Upsell/Cross-Sell Support Bonus: Commissions for growth of year over year client portfolio.
  

Benefits:  

• Remote work.
  

• Paid time off and holidays.
  

• Professional development opportunities, including training and access to customer success tools and resources.