Job Description

Position: Customer Success Associate (Entry Level)

Location: Columbia, MD (Onsite)

Job Type: Full-time

Industry: IT Services and Consulting

Please Note:

• Fresh Graduates can also apply.
• All kinds of training and mentorship will be provided by us for you to become a good customer success associate.

About Us:

Serigor Inc is a Maryland based, CMMI L3, Woman Owned Small Business (WOSB) specializing in IT Services, IT Staff Augmentation, Government Solutions and Global Delivery. Founded in 2009, we are a leading IT services firm that delivers deep expertise, objective insights, a tailored approach and unparalleled collaboration to help US government agencies and Fortune 500 companies confidently face the future while increasing the efficiency of their current operations.

Position Overview:

We are seeking a motivated and enthusiastic Customer Success Associate to join our team. As an entry-level professional, you will be responsible for ensuring that customers have a positive experience with our products or services, driving customer satisfaction, and helping our clients achieve success. You will work closely with customers to understand their needs and provide solutions, ensuring long-term retention and building strong relationships.

Key Responsibilities:

• Customer Onboarding: Assist customers in getting started with our products or services, providing them with necessary training and resources.
• Customer Support: Respond to customer inquiries via email, chat, or phone, addressing their concerns and troubleshooting issues in a timely and professional manner.
• Customer Relationship Building: Develop and maintain strong relationships with customers, understanding their needs and ensuring they get the most value from the product.
• Monitor Customer Health: Track customer engagement and satisfaction levels to identify opportunities for improvement or potential issues.
• Product Education: Provide customers with helpful product tips, best practices, and feature explanations to enhance their experience and usage.
• Customer Feedback: Collect and relay customer feedback to internal teams for product improvements, service enhancements, or potential troubleshooting needs.
• Collaboration: Work closely with cross-functional teams (e.g., Sales, Marketing, and Support) to ensure customers' needs are being met and to drive customer success.
• Upsell Opportunities: Identify upsell or cross-sell opportunities while maintaining a focus on customer success and satisfaction.

Required Skills and Qualifications:

• Bachelor's degree in business, Marketing, Communications, or related field (or equivalent experience).
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-first mindset.
• Ability to multitask, prioritize, and manage time effectively.
• Comfort with technology and the ability to learn new software tools quickly.
• High attention to detail and a proactive approach to customer interactions.
• Strong team player with the ability to collaborate across various departments.
• Positive attitude with a desire to learn and grow within the customer success field.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for career growth and development.
• A collaborative and supportive team environment.
• Exposure to a fast-growing company with a focus on innovation and customer satisfaction.

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