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Client Success Associate

Company: Intertek
Location: Bozeman
Posted on: May 31, 2021

Job Description:

Based in the heart of Bozeman, Montana, Wisetail builds Learning Management Systems for innovators who, like us, know a people-first culture is the most important driver of success in the modern workforce.

Our software gives millions of users the chance to learn and develop in an engaging environment and our platform is crafted to meet the unique needs and challenges in today's workplace. That's why so many of today's leading brands-including Shake Shack, SoulCycle, Bonobos, Cheesecake Factory, Einstein Bros, and many more-use Wisetail's LMS every day.

We hire collaborative, ambitious, and humble people. We provide benefits and tailored career paths needed to develop both personally and professionally. Our team is committed to working toward the common goal of powering great places to work, which in turn holds us accountable to making ours the best it can be. We are proud to have ranked as one of the "Fastest Growing Companies in the U.S." on Inc. "5000's" list, "50 Best Small Workplaces" by Fortune Magazine, "One Of The 50 Best Small Workplaces In The U.S." by Great Places to Work Institute and Outside Magazine's "The 100 Best Places to Work."

Our growing team is focused on delivering a transformational experience for our clients. We're constantly refining and pushing our product further, and we're looking for a Client Success Associate to join our team. This is a great opportunity to work with a creative, strategic-thinking, and innovative team based in Bozeman, Montana.

The Role

The Client Success Associate role supports the Account Management team in driving 100% client retention by ensuring that post-implementation clients are empowered to achieve their organization objectives using Wisetail. This role assists the Account Management team with a variety of projects including, but not limited to email and phone support, training clients on LMS features and best practices, creating internal and external help resources, answering how-to questions, and assisting the Account Management team with projects.

As an extension of the client's team, this role acts as a trusted consultant, provides best practices, and recommended solutions to the challenges our clients face. This person has the ability to build strong relationships and believes that all problems can be solved. They find the 'yes' for clients while setting clear expectations and acting in the best interest of Wisetail.

The Client Success Associate brings a friendly, knowledgeable face to the relationship with the client and helps create the client's overall experience with Wisetail.


* Provide client support resolution via email, phone, and other electronic mediums.

* Help clients with ongoing support for any questions they may have.

* Build close partnerships with a portfolio of Tier 3 post-implementation clients and proactively follow up with any support resolution

* Make recommendations for system configuration, content strategy, and intergrations based on the client's use case

* Document details of all customer interactions in our CRM.

* Identify opportunities for growth with current clients

* Master Wisetail product features and integrations to be a trusted partner for use-case and product functionality

* Contribute to internal and external-facing help resources. Document processes and answers to frequently asked questions to help clients and CX be self-service.

* Spread awareness throughout the company of best practices and clients with great use cases


* Bachelor's/Associate's Degree with a minimum of 2 years in a client-facing role * Passion for hospitality and a never-ending hunger to learn more about technology, user experience, training, and L&D * Proven ability to take initiative, research, and solve problems * Exceptional customer service, interpersonal and communication skills over the phone, in email, and in person * An empathetic and analytical mindset, skilled at understanding and advocating for multiple stakeholders and interests * Comfortable working under pressure in and adapting to an ever-changing environment * Occassional travel may be required


* Experience in working in a technology/software environment * Experience managing a portfolio of clients * Familiarity with ticketing systems * Confidence in presenting to groups

A career with Intertek means joining a global network of professionals dedicated to bringing quality and safety to life. Our vision is to become the world's most trusted partner for Quality Assurance and we offer our employees the chance to make an impact with attractive growth opportunities in this industry on a global scale.

We offer a salary and benefit package competitively placed within the local market, including medical, dental, vision, life, disability, 401(k) with company match, tuition reimbursement and more.

We are an Equal Opportunity Employer and do not discriminate against applicants due to veteran status or on the basis of disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, or gender identity.

Intertek is a drug-free workplace. As a condition of employment, all hires are required to pass a pre-employment drug test.

Keywords: Intertek, Bozeman , Client Success Associate, Other , Bozeman, Montana

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