Senior Customer Success Associate Go To Market

• Executes product adoption expansion and retention activities to support a healthy customer base
• Provides customer assistance during regular account meetings such as addressing inquiries troubleshooting challenges and documenting complex problems for the Product team
• Takes new customers through the onboarding process and guides them through the initial setup and configuration of our products to fit their specific needs
• Tracks and analyzes key success metrics to measure customer health and identify opportunities for improvement while preparing reports for internal stakeholders and highlighting customer outcomes and areas of opportunity
• Define and execute customer success strategies for employee-facing platforms; Develop Go-To-Market (GTM) plans for major technology rollouts and adoption programs.
• Act as the voice of employees to influence platform enhancements and service improvements; Build strong relationships with business representatives and technology partners to ensure alignment.
• Drive adoption through onboarding programs training sessions and self-service resources; Create knowledge hubs and support channels for employees to manage their technology lifecycle.
• Understand cross-functional projects ensuring timelines dependencies and deliverables are tracked; Apply project management methodologies (Agile Waterfall) for planning and execution; Manage risk registers and contingency plans for rollout activities.
• Understand engineering and infrastructure platform to be able to identify stability and performance issues affecting the employee experience.
• Define KPIs for platform adoption and employee experience; Implement feedback loops to refine strategies and improve usability.

• 3 years of experience or equivalent expertise in customer success or a relevant domain area
• Demonstrated ability to deliver exceptional customer service with a strong desire to help customers succeed
• Proven experience successfully engaging customers using strong verbal and written communication skills with an ability to articulate complex concepts in a clear and concise manner
• Demonstrated experience in working with technology and the ability to troubleshoot basic technical issues and guide customers through problem-solving steps
• 3 years of experience in Customer Success Employee Technology Enablement or Digital Workplace Strategy.
• Deep understanding of employee needs and hybrid work models.
• Familiarity with enterprise platforms virtual technologies and Microsoft collaboration tools.
• Skilled in planning execution and stakeholder communication using PM tools (e.g. Jira Confluence Sharepoint).
• Experience in onboarding adoption and retention for enterprise platforms.
• Ability to collaborate across business and technology teams. Proficiency in analytics and KPI tracking for platform success. Skilled in preparing employees for technology transitions.
• Ability to deliver concise impactful updates to leadership. Proven track record of leading enterprise-level adoption programs

Preferred qualifications capabilities and skills