Customer Success Associate

Covalent is a fast-growing, SaaS startup focused on equipping people and organizations with in-demand skills. We're achieving through our unique, end-to-end worker qualification application and analytics solution which is designed to support the largest, most advanced industrial companies in the world.

As a Customer Success Associate, you will be a key stakeholder in the various stages of the Covalent customer journey. This role is a hybrid-position that offers the opportunity to own a dynamic set of responsibilities across function areas including implementation, support, consulting, and customer success. A critical component of this role is becoming a Covalent user-training expert.

Ideal candidates are exceptional communicators and relationship builders, always looking to exceed customer expectations. They are proactive business professionals with a history of executing on challenging projects, and excited at the opportunity to “wear many hats” to grow the business. One day may begin with a strategic training webinar with a customer looking to adopt the Covalent platform and finish with an escalated support situation that requires all hands on deck. Covalent offers a fast-paced startup environment and this role will take ownership of critical customer operations, so we’re looking for candidates who are up for a challenge.

The position is remote, but may require some future travel based on business needs.

What you’ll do

• Execute a comprehensive engagement strategy for key client stakeholders
• Serve as an intermediary between the client and implementation / customer success teams
• Assist with change management processes that may include documentation, demonstrations, training webinars, and knowledge management
• Assist with implementation priorities on large projects
• Act as a consultant to customers with complex product needs
• Support customer issues through phone communications, emails, and chat
• Compile and organize customer data for strategic meetings
• Achieve and maintain proficiency in the Covalent platform
• Solicit user feedback for future enhancements and product growth

Requirements

• 3+ years in a customer facing role in a technology company
• Demonstrated experience working on large projects, interfacing with internal and external stakeholders
• Proven ability to maintain highly valuable and outcome-based relationships with enterprise customers
• High EQ: Ability to build credibility and trust by listening to, understanding and addressing customer requirements
• Excellent written and oral communication skills
• Strong organizational and time management skills
• Excitement about working for a start-up environment
• Independent, solution-driven approach to work
• A passion for assisting customers and users reach successful outcomes
• Comfort working with video creation (ie. Vimeo) and webinar software
• Zendesk and Salesforce (or other CRM) experience preferred
• Experience working in regulated industries preferred

Benefits

Why join us?

Our team is passionate about helping people gain in-demand skills that drive economic independence. To do so, we provide purpose-built software for technical training and workforce analytics in industrial environments. Our platform facilitates on-the-job learning and evaluations, validating proficiency for skilled workers. In joining us, you will be a part of that effort. We are early, scrappy, and will do what it takes to make our vision a reality. We’re backed by top-tier VC’s who share this mission with us.

Some Perks:

• Becoming an early, high impact contributor to a growing success organization
• Direct mentorship from an expert enterprise Customer Success Director
• Working with company leadership and a highly collaborative cross-functional team
• Opportunities for professional development and career growth
• Competitive base salary & benefits
• Remote work initiatives:
  • Home office stipend
  • L&D program
  • Monthly team-building activities (virtual)
  • Monthly expert “TED-talks”