Customer Success Associate

Responsibilities & Deliverables:

Customer Support & Customer Engagement:

• Act as the primary point of contact for customer inquiries, offering prompt and accurate resolutions.

• Manage and resolve service support tickets, adhering to Service Level Agreements (SLAs).

• Work closely with internal teams (Engineering, Account Management, and Professional Services) to  ensure timely resolution of escalated issues.

• Ensure customers are kept informed throughout the resolution process and provide follow-up support as  needed.

• Build strong customer relationships through proactive communication and problem-solving.

• Collect and document user feedback, reviews, and success stories through various channels (phone,  email, surveys).

• Identify customer pain points and share actionable insights to improve customer experience and product  features.

CRM and Integration Support:

• Assist customers with CRM-related inquiries, including configuration, data management, and  troubleshooting.

• Provide guidance on CRM best practices to enhance customer workflows.

• Collaborate with technical teams to support customers with system integrations involving ZINFI solutions  and third-party platforms.

• Educate customers on the capabilities of integrated systems to optimize their operations.

Operational Excellence:

• Follow Standard Operating Procedures (SOPs) for ticket management, feedback handling, and  documentation.

• Ensure data accuracy and compliance with relevant regulations (e.g., GDPR) during customer  interactions.

• Stay updated on ZINFI’s product features, CRM platforms, and integration methodologies to provide  informed support.

Collaboration and Process Improvement:

• Participate in interlock meetings with clients and internal teams to discuss feedback, trends, and  operational challenges.

• Contributes to the creation and refinement of user documentation, training materials, and internal SOPs.

• Share insights from customer feedback and support experiences to improve processes and product  offerings.

Education & Experience:

• Bachelor’s degree in a relevant field or equivalent work experience.

• 2+ years of experience in customer support, technical support, or customer success roles within a SaaS company.

Technical Skills:

• Familiarity with CRM platforms (e.g., Salesforce, HubSpot, Zoho) and ticketing systems.

• Basic knowledge of system integrations and APIs in a SaaS environment is a plus.

• Experience with workflow automation and CRM configuration is highly desirable.