Customer Success Associate

At RocketDocs, we are dedicated to providing a positive customer experience and promoting platform adoption. In order to continue to develop deep, lasting partnerships with our customers, we are seeking a customer success associate to assist with project management, communications, and relationship management. The ideal candidate will be tech savvy, have excellent time management skills, and have experience with balancing multiple projects at any given time.

Objectives:

• Provide excellent customer service
• Provide timely, accurate, and thorough support for customers during and after onboarding and migration
• Manage and grow library of self-service help resources

Key Responsibilities:

• Provide technical and product support by proactively addressing customer issues, responding efficiently to customer questions directly and proactively providing appropriate self-service and training resources that align to customer goals.
• Develop support portal articles and video walkthroughs for frequently asked questions and support issues that arise during weekly meetings, support tickets, and QBRs with customers.
• Complete detail-oriented, deadline-driven projects accurately and efficiently
• Work with a variety of customers and cross-functional internal teams to help ensure customers have the resources they need to be successful
• Develop a deep understanding of the RocketDocs software platform and integrations

Qualifications:

• Customer-oriented
• Excellent communication skills
• Two or more years of proven success in a project management or customer support role, sales support experience is a plus
• Proficiency with Microsoft Office, including specialty knowledge of Word styles
• Ability to balance responsibilities while managing multiple projects
• Knowledge of Salesforce and an aptitude for learning new applications, working knowledge of Churn Zero, Jira, and Confluence is a plus
• Understanding of the RFP response process

EEO Statement: RocketDocs is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, sex, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.