Client Success Associate

Nature and Scope 

The Client Success Associate provides support to clients by assisting with enrollment, answering questions, and helping clients utilize the company’s products and services effectively. This role works with the client success team and other departments, such as support and sales, to ensure clients have a positive experience. The Client Success Associate helps address day-to-day client needs and contributes to smooth communication and coordination across teams. 

Key Responsibilities

Client Relationship Management

• Support client relationships by serving as a friendly and reliable point of contact for questions, basic concerns, and feedback. Assist with customer issues by coordinating with other internal teams and following up to help ensure timely resolutions. 
• Handle challenging interactions with patience and professionalism, helping de-escalate situations and maintain a positive customer experience. 
• Provide assistance over the phone with common administrative inquiries such as login access, study schedules, grades, shipment tracking, technical support, and receipts. 
• Contribute to positive customer experiences through clear, responsive, and helpful communication. 

Operations

• Assist with program delivery by helping ensure CeriFi’s securities and insurance offerings are carried out smoothly and meet established standards. 
• Support B2B order processing including billing, course enrollment, and ensuring accuracy and compliance. 
• Utilize critical thinking and problem-solving skills to troubleshoot, recreate, and resolve LMS-related issues, escalating as needed to the appropriate teams. 
• Assist in supporting firm-specific business relationships by providing tailored help to meet unique client needs. Discuss any issues or concerns with the director to ensure appropriate follow-up and long-term client success. 
• Enforce billing policies and procedures, ensuring accuracy and compliance through company and vendor ERP platforms. 
• Continuously evaluate and enhance existing systems and procedures, driving innovation and operational efficiencies. 
• Streamline operations by delegating non-customer-facing tasks to the Hyderabad team, optimizing efficiency and resource allocation. 
• Partner with cross-functional teams to establish and refine standard operating procedures (SOPs) in key areas, including: 
• Accounting – Ensuring seamless financial operations and compliance. 
• Content/e-Learning – Supporting the development and delivery of high-quality educational materials. 
• Sales – Discuss sales ops and growth with director to align program offerings with business growth strategies. 
• IT (Salesforce & LMS) – Collaborating on system improvements and troubleshooting technical challenges. 

Collaboration with Internal Teams

• Work closely with the Client Services Director to ensure a seamless client experience. 
• Act as the voice of the client internally, advocating for improvements or new features based on client feedback. 
• Support the client success team in implementing best practices for improving overall client satisfaction and retention. 
• Contribute to a positive team culture, demonstrating strong collaboration and a commitment to shared success. 

•  Bachelor’s degree preferred 
• 1-3 years of experience in customer success, client services, or account management role. 
• Proficient computer skills in MS Office with Salesforce experience a plus 
• Ability to work independently as well as function as part of a team 
• Strong analytical, problem-solving, and critical thinking skills 
• Excellent interpersonal, written/verbal communication, organizational, and time-management skills with a focus on building positive client relationships. 
• Ability to prioritize workload and anticipate and address client needs proactively 
• Adaptability and willingness to pivot depending on the needs of the business 
• Proficient in Microsoft Office (Word, Excel, PowerPoint) and comfortable using online communication tools (e.g., Zoom, Slack).