Associate, Customer Success

As an established start-up modernizing reservations and ticketing in the ground travel industry, Betterez is disrupting the transit landscape.

We are looking for a talented individual who takes pride in becoming a trusted partner for our customers, takes ownership of customer issues, is able to foresee and report on problems through to resolution, and provide timely and high-quality support to our customers.

Reporting to our VP of Operations, and working closely with other senior management, you will have the exciting opportunity to learn the inner workings of a high-growth startup while becoming a key contributor to our company.

Summary of the Role

  • Work with customers to design Customer Experience programs aligned with Betterez’s philosophy and product capabilities while ensuring these programs are tailored to the business objectives and strategy of our customers
  • Promote the company’s services (enhancements / updates / new initiatives / maintenance) through the relationships you have nurtured
  • Support customer renewals, proactively identify and prioritize resources according to perceived risk, potential growth, strategic value and renewal timeframe
  • Work with the Pre-sales, Project and Sales Teams to facilitate a seamless customer on-boarding process while ensuring a smooth introduction and ‘go live’ experience
  • Closely monitor adoption rates of assigned accounts
  • Provide on-going feedback to Leadership, Sales and Marketing teams
  • Work collaboratively to build customer testimonials and referrals
  • Create and contribute to ‘Thought Leadership’ content and proactively seek opportunities to educate across the business on industry knowledge and customer best practices
  • Anticipate customer requirements and possible challenges
  • Understand customer requirements, develop and guide their thinking to identify financial measures of success while designing customer success programs that increase value over time
  • Any other duties as requested by the VP of Operations

Qualifications

  • Strong written and verbal communication skills, including technical writing
  • Ability to work effectively within a team environment
  • Ability to manage multiple projects with multiple deadlines
  • The ability to conduct cost/benefit analysis, and business case development
  • A go-getter who has demonstrated performance achievement abilities and is driven by results.
  • Excellent organizational skills and attention to detail

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