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Client Success Associate - US Remote

Degreed

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Customer Service

United States · Remote

Posted on Tuesday, November 14, 2023

Degreed is the upskilling platform that connects learning to opportunities. We integrate everything people use to learn and build their careers—skill insights, LMSs, courses, videos, articles, and projects—and match everyone to growth opportunities that fit their unique skills, roles, and goals. Degreed exists to discover, empower and recognize the next generation of the world's expertise.

Client Success Associates (CSA) are members of Degreed’s Client Success team responsible for furthering platform adoption and nurturing client relationships after implementation and roll out. The CSA will be the face of Degreed to manage key projects and programs for designated clients. This individual will be required to have strong Degreed product knowledge and be able to evaluate, advise and educate clients on best practices and product enhancements. The CSA will also coordinate engagement and communication efforts alongside the client to ensure successful program delivery.This position, which can be based in a Degreed office or remote anywhere in the U.S., reports to the Director, Global Client Success and will be a key member of our Client Success team delivering a world-class experience to some of the leading, well-known companies in the world. All team members are expected to operate at the highest levels of professionalism with key stakeholders, senior leaders and executives of our clients, partners and cross-functional team members. The top performance measures of this role is constant improvement of client experience and increased client advocacy to help ensure client renewal.

Day in the Life

80% - Direct Client Management

Develop and manage comprehensive project plans; scheduling, resource planning, & coordination, communication planning, etc.
Responsible for driving targeted milestones to meet agreed timelines
Measure project performance using appropriate systems, tools and techniques
Assist with client projects where deeper solutioning is required
Host strategic consulting with clients related to Client Success activities, including: product education, data review, use cases, help with launches, reengagement, value realization plans and communication planning
Manage inbound requests from clients related to the product and consulting in best practices

20% - Operational Plan and Efficiency

Work on cross-functional projects (creating assets, improving operations) to help optimize processes in collaboration with the Director, Global Client Success
Work with stakeholders across the business (Product, KADs, Engineering) to advocate for scalable client needs, provide context to challenges, and partner on potential solutions
Collaborate with Director, Global Client Success in developing process flow, documentation, templates, digital client facing assets, process optimization and tools

Who You Are

2-5 years experience managing and coordinating multiple projects/initiatives and client relationships concurrently, with the ability to prioritize in the face of competing demands
Solid organizational skills including attention to detail
Proven relationship management skills with a customer service mindset
Excellent client-facing and internal written and verbal communication skills
Experience with Gainsight, ZenDesk, Google Suite, Microsoft Excel and PowerPoint or similar tools
Knowledge of Learning & Development softwares and/or a background in L&D or Talent Management

What Sets You Apart

SaaS implementation or support experience a plus

Compensation and Benefits at Degreed

Degreed is passionate about pay transparency and we are committed to fair and equitable compensation practices. The pay range for this role is $66,150 - $80,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to: skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.

We believe your best work happens when you have a complete life balance, and Degreed gives you the support and flexibility to make that happen. Degreed is committed to delivering a comprehensive benefits program that provides the support you need. At the time of this posting, this role is eligible to participate in the following benefits and wellness programs:

Comprehensive health insurance for you and your family (both PPO and HDHP plans available)
Dental and vision plans for you and your family
Employer-paid life insurance, AD&D, short-term disability, and long-term disability
Company equity
401(k) Retirement Savings Plan with up to 4% match
Company funded HSA and dependent care FSA (pending eligibility)
Generous Parental Leave
Unlimited Paid Time Off and 5 sick days per year
Education benefit: Up to $1,200 per year for anything you want to learn (and we mean anything!)
One-time Home Office Stipend to make your workspace more comfortable
Monthly internet and phone stipend
Monthly wellness stipend through Forma
Wellness programs focused on your financial, physical, and mental wellbeing

*Degreed reserves the right to modify these benefits at any time, for any reason in accordance with applicable law. Please note the offerings vary based on location.

#LI-Remote

100% remote

Work Environment & Physical Demands

Degreed is a remote-first company, however our roles are open to in-office or hybrid if you live in a city with a physical office location. This role has the opportunity to operate 100% virtually from your home office. We primarily collaborate with our US and International colleagues through virtual meetings (Zoom), email, and Slack. In this role, you will be required to operate a laptop computer (PC or Mac available), computer software platforms, and other office productivity machinery as necessary. Due to the nature of this role, you must be able to remain stationary for extended periods, and must be able to observe and interpret written and/or verbal communication.

Additional Information

Degreed 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. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We are committed to the full inclusion of all qualified individuals. As part of this commitment, Degreed will provide reasonable accommodations to all qualified individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

Degreed uses the E-Verify employment verification program.