Customer Success Associate

**About Us**

UJET leads the way in AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-first approach. We infuse AI across every aspect of your customer journey and contact center operations, to drive automation and efficiency. UJET's AI solutions empower agents, optimize customer journeys, and transform contact center operations for elevated experiences and actionable insights. Built on a cloud-native architecture with a unique CRM-first approach, UJET ensures unmatched security, scalability, and prioritized data insights (without storing PII). Designed for effortless use, UJET partners with businesses to deliver exceptional interactions, smarter decision-making, and accelerated growth in the AI-driven world.

**Opportunity**

We are looking for an experienced and skilled Customer Success Associate to join our team. The CSA is a customer-facing role focused on driving customer value and success through optimal utilization of the UJET platform. This is accomplished by ensuring customers realize and experience value from UJET, monitoring indicators of customer health, addressing customer concerns, and helping them better use our technology/platform to meet their corporate goals and objectives. With established trust and loyalty, this role seeks to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities. The CSA will carry a high coin of customers that they support. This role is also responsible for driving product adoption during the customer journey to result in frictionless renewals. We are looking for an analytical thinker who will strategize and manage the needs of his/her customer portfolio, while collaborating with the internal UJET team. The role requires strong product understanding as well as excellent customer-facing and presentation skills. This individual should be operationally minded and have a passion for creating scalable solutions for UJET's customers.

**Responsibilities**
- Build value-based relationships with customers that have basic licenses and customers engaged in proof of concepts
- Construct and implement customer success plans, proving ROI, and product adoption
- Analyze customer metrics, including usage data, health indicators, and renewal dates in alignment with objectives
- Develop and present Business Reviews annually
- Mitigate customer risk or churn by identifying root causes, defining and activating solutions, and deploying cross-functional support
- Identify and qualify opportunities for expansion

**Requirements**:

- Experience with Contact Center Technology services and software, including Telephony and/or Telecommunications software, a plus
- 2-3 years of relevant experience (preferably in SaaS)
- 1-2 years experience with Contact Center Technology services and software, including Telephony and/or Telecommunications software
- Ability to work in a fast-paced startup environment and maintain composure and tact in high pressure situations
- Proven track record of strong internal and external relationships
- Self-driven, focused and motivated
- Team-oriented with a dedication to forward-thinking and creative problem solving
- Commercially minded with a proven success record in transforming customer's businesses and upselling/cross-selling growth
- Bachelor's degree or equivalent experience

Annual PT Hiring Range: €30,000 - €50,000 (plus variable)

**UJET is an Equal Opportunity Employer**

UJET provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

**Compliance Responsibilities**

Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities.

**Why UJET?**

Beyond our great team and disruptive technology, we offer competitive compensation and benefits, work/life balance, stock options, engaging team events, and more