Customer Success Associate

POSITION OVERVIEW:

OTAVA is seeking an energetic and empathetic Customer Success Associate to join our dynamic team. This entry-level role requires an individual with a genuine passion for customer service, an intellectual curiosity, and the ability to empathise with customers. You will be engaging with our high volume of small accounts, looking for opportunities to enhance their experience through additional products or service offerings, and facilitating conversion from monthly to term contracts.

RESPONSIBILITIES:

• Actively engage with small account customers to understand their needs and ensure a smooth customer journey.
• Identify opportunities for account expansion, including cross-selling and upselling, and coordinate with Sales Executives for quoting and closure.
• Work collaboratively with Marketing, Product Sales Support, and the Customer Success team to improve customer success outcomes.
• Facilitate the transition of customers from month-to-month agreements to term contracts, enhancing customer commitment and satisfaction.
• Educate customers on the value of our products and services, ensuring they are fully utilizing their purchases to drive customer success.
• Monitor customer health metrics and develop strategies to address at-risk customers.
• Provide feedback to the product team regarding customer needs and potential enhancements.
• Track key account metrics and prepare reports on account status.
• Handle customer issues, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Demonstrated ability to learn new concepts quickly and efficiently.
• Strong attention to detail and the capacity to work in a fast-paced environment.
• Strong verbal and written communication skills.
• Excellent listening, negotiation, and presentation abilities.

• Working with Microsoft 365 Products

EDUCATION:

• A bachelor’s degree in business administration, information technology, or a related field is preferred but not required.
• Certification will be required to be completed within the first year of employment.

EXPERIENCE:

• Previous experience in customer service, support for a technical product, sales, or a related role is highly desirable.

What We Offer:

Remote work, competitive salary ($55-60K) plus Bonus, 401(k) match, medical, dental, vision, and life insurance, uncapped PTO, paid volunteer time off, paid parental leave, and working with world-class co-workers who are just as dedicated and as awesome as you are.

What about Otava?

As a global leader in secure, compliant, enterprise-class cloud hosting, we deliver a full range of solutions from colocation to private and hybrid cloud computing. We’re creative thinkers who love to serve others, automate where possible, and change when required. We’re about putting people first – our employees and our customers. We have a customer-centric focus and go all in, on helping our customers protect and manage their data. We aim for superior customer service in everything we do and strive to get even better.

Our onboarding process is designed to ensure a seamless integration into the OTAVA team. From day one, you'll be welcomed by a team dedicated to making your transition smooth and enjoyable. Your growth is our priority. Our training programs are tailored in partnership with all our technology vendors to ensure you have the skills and knowledge needed to excel in your position. Whether you're a seasoned professional or just starting your career, there's always room to learn and grow at OTAVA.

Working at OTAVA means being part of a team that values your expertise, fosters professional growth, and provides opportunities to make a significant impact. Join us as we continue to push boundaries and shape the future of secure, and intelligent multi-cloud solutions.

Joining OTAVA means embarking on a journey of growth, innovation, and professional fulfilment. Our commitment to your success extends beyond recruitment; it's about creating an environment where you can thrive and make a meaningful impact.