Position Title: Customer Success Associate

Reports to: Customer Sales & Success Lead

Supervises: NA

Collaborates with: Customers, potential customers, current users, Technology department, Service Information department, Customer Sales & Success department, New Product Development department and various NowPow administrative staff, and select third party vendors.

Position Description:

NowPow is seeking a Customer Success Associate to join the Customer Sales and Success team. The Customer Success Associate will be responsible ensuring robust adoption of the NowPow technology at customer sites.  Activities include managing new NowPow users through technology implementation process to include user training and support during workflow pilots and rollouts across broader parts of the organization.  The ideal candidate will have a background in social work, case management, or care coordination given that is the predominant user profile.  They will be responsible for troubleshooting questions and issues as they arise and will facilitate communication between customers and NowPow staff as needed (e.g. product development, engineering).  The associate will also provide input into iterating the training and implementation processes. Multi-day travel to customer sites will be required.  In addition, the Customer Success Associate may be called upon to support Sales activities with technology demonstrations and conference/convention support.

Responsibilities:

·       Manage customer account set up processes

·       Lead in-person user training and support through workflow pilots and rollouts

·       Provide additional remote support to users as needed

·       Develop user training materials (e.g. user guides) and facilitate training sessions

·       Evaluate and iterate on training and implementation processes as needed

·       Schedule and attend meetings externally and internally (client meetings, trainings, workflow sessions etc.)

·       Thoroughly document and track client communication and project status

·       Attend conferences and present NowPow to prospective customers and interested partners

·       Additional tasks as assigned

Qualifications:

·       Bachelor degree required, Master of Social Work preferred

·       1-3 years of experience performing community outreach or customer service required

·       Experience working in case management, care coordination, or in a clinical setting preferred

·       Commitment to social impact initiatives and helping underserved communities

·       Experience training or teaching preferred

·       Strong detail-orientation with experience managing multiple projects required

·       Outstanding written and verbal communication skills; comfortable speaking in public

·       Excellent PowerPoint, Excel, and Word skills and comfortable with leveraging technology like Customer Relationship Management tools (e.g. Insightly) in workflow

·       Ability to work independently under minimal supervision and strong track-record of setting and meeting delivery commitments

·       Ability to generate new ideas, iterate on various processes, and share thoughts and ideas in a team setting

·       Charismatic attitude and willingness to work on a dynamic mixture of tasks

·       Comfortable working in a fast-paced start-up environment

·       Must be willing to travel

How to Apply:

If you are interested, please send your resume to [email protected] . To learn more about NowPow, please visit our website at NowPow.com.