Job detail for Associate Customer Success Consultant

The Associate Customer Success Consultant will manage a diverse set of customer accounts
across North America and will broadly be responsible for successful product adoption, mitigating product and usage risks, consistent renewals and building customer advocates.

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Customer Account Management
• Manage a portfolio of accounts across North America and be accountable for all
portfolio-level activities
• Work with the onboarding team to bring in customers seamlessly onto Fyle and ensure
they have the resources they need to start using the platform
• Maintain good account health which includes onboarding, product adoption &
utilization, on-time guidance, user confidence, and account renewal/growth
• Manage and convert PoCs (proof of concept) successfully

Customer Engagement and Advocacy
• Drive product adoption, increasing confidence and trust in Fyle amongst users
• Develop customer relationships that promote retention and loyalty
• Support internal teams with customer advocacy. Reach out to customers to request
feedback and garner online reviews, testimonials, case studies
• Manage Bugs and feature requests to closure. Participate in CS-Engineering, CS-
Product forums to prioritize, raise and track these to closure

Process Standardization
• Monitor key health parameters related to customer usage, support performance, user
feedback and account engagement, and take appropriate action to align with health
targets
• Provide appropriate customer context for features, bugs and service requests
• Work with support and product teams to de-escalate customer situations
• Manage all customer escalations and red flags to closure

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