Customer Success Manager

Hours: Full-Time, Exempt

Location: Remote

Department: Assurety Business Development & Support

Professional Services

Reports To: Sr. Product Manager/CEO

Assurety Consulting is seeking a Customer Advocate Analyst to join our team. This role is responsible for managing and executing all aspects of technical support, product education, and customer engagement. The position includes conducting product demonstrations, setting up calls, and teaching leads and prospects about Assurety's software solutions—how they function and how they create value for customers. Additionally, you will assist in CRM management to support business growth activities.

As a Customer Advocate Analyst, you will engage with leads who have expressed interest in Assurety's solutions by scheduling and conducting product demonstrations, explaining and training customers on how the software works, and showcasing how it benefits their operations. You will be responsible for leading product demonstrations, creating contracts and quotes, and overseeing customer onboarding once they have licensed Assurety's software or services. Additionally, you will provide Tier I technical support, acting as the first point of contact for customer inquiries to ensure a seamless transition and continued support. You will also contribute to the development of training materials and courses in Assurety's new Learning Management System (LMS), helping both internal teams and external customers stay informed and proficient.

Beyond direct customer interactions, you will play a crucial role in identifying challenges and potential solutions by reporting on customer success stories, prospects, and leads. You will actively engage with USPS user groups to understand evolving industry requirements and provide insights to the product team on how these changes impact customers. Your involvement will help drive innovation, allowing Assurety to refine its solutions to better support customers in saving money, improving service delivery, and maximizing their use of USPS and Assurety's software offerings. Additionally, you may be responsible for finalizing pricing agreements after discussions with internal management.

This role also involves handling customer inquiries regarding product functionalities, value, and technical issues. You will set up meetings and product demonstrations, ensuring that customers fully understand the capabilities and advantages of the software. As the initial point of contact for customer questions, you will provide guidance on software usage and troubleshooting, escalating technical issues to Tier II support as needed.

At Assurety Consulting, we genuinely care about our employees. We bring together talented professionals and provide them with exciting career opportunities. Our team enjoys a generous PTO and holiday package, comprehensive benefits, and competitive salary opportunities. Join us and become part of an innovative and customer-focused environment where your expertise will drive meaningful impact.

All employees of Assurety share one job description which is to keep its customers and help grow the company.

Who Is Assurety Consulting & Solutions:

Assurety is a leader and innovator in multiple governmental and commercial sectors, including postal/parcel, logistics, and marketing industries. We leverage 21+ years of expertise to provide technology and data-driven solutions that help organizations overcome complex challenges. Our approach emphasizes learning, problem-solving, and collaboration to ensure that our clients fully understand and benefit from our solutions.

We encourage colleagues at all levels to participate in discussions, share insights, and contribute to innovation. Our culture promotes continuous learning and ownership in the process of creating impactful solutions. Through education, guidance, and support, we empower our customers to maximize value, improve efficiency, and adapt to industry changes.

Responsibilities:

As a Customer Advocate Analyst, your role is centered around education, guidance, and collaboration. You will help new leads and existing customers understand how to use Assurety's solutions effectively. Your work ensures that our clients feel confident in their ability to leverage technology for their business needs.

• Customer Education & Support
• Assist with onboarding, training, and troubleshooting to help customers understand and use our software effectively.
• Lead interactive demonstrations and explain how Assurety's solutions address industry challenges.
• Provide guidance and support to customers throughout their journey, from setting up meetings, demo, to quotation, agreement management and execution, to trial to moving to production, ensuring they can fully utilize our tools.
• Engagement & Teaching
• Organize learning sessions, walkthroughs, and calls to teach potential future customers how Assurety's software can add value to their operations.
• Explain software functionalities and industry benefits in simple, clear language.
• Collaborate with internal teams to update learning materials and best practices based on customer feedback.
• Industry Research & Continuous Learning
• Stay updated on USPS software updates, industry changes, and USPS incentives and product changes by attending industry meetings (e.g., USPS User Groups, DTAC meetings).
• Translate industry updates into meaningful insights for internal teams and customers.
• Customer Advocacy & Solution Improvement
• Identify customer challenges and provide feedback to the product teams for software improvements.
• Support Assurety in driving innovation to assist our customers in reducing costs, optimizing delivery operations, increasing efficiency, enhancing customer satisfaction, maximizing their marketing and mailing returns on investment, and refining Assurety's software and analytics platforms. This includes leveraging data insights more effectively to enhance strategic decision-making and operational performance.
• For example:
  • How can EntryAssurety module be improved to save more on time or postage to MSPS.
  • How can Assurety use AI to enhance predictive analytics for mailing ROI?
  • What specific data insights have the biggest impact on optimizing delivery service?
  • Can you suggest strategies for integrating real-time data into marketing campaigns?
  • How does refining analytics platforms translate into cost savings for customers?
  • Report on success stories and areas where customers need more guidance.
• Training & Development Support
• Assist in developing Learning Management System (LMS) courses for Assurety's software and services.
• Support internal and external stakeholders by creating educational content and LMS courses.
• Marketing Team Support
• Assist the marketing team by providing customer insights that can be used in campaigns, messaging, and outreach.
• Help maintain and update customer email lists as part of engagement activities.
• Work with marketing to ensure that educational materials align with customer needs and industry trends.
• Support planning and execution of marketing initiatives by sharing customer feedback and success stories.
• Administrative & Coordination Support
• Under supervision, update customer agreements, quotations and coordinate communication between teams (Contracts, Accounting, and Software Delivery).
• Maintain and update customer contact databases to ensure effective communication.
• Plan and support conference engagements, assisting in technical and functional discussions at industry events at Assurety's booths.
• Support DTAC and and Mail.XML related meetings and possibly publication of their meeting minutes.
• Helping Clients Navigate Solutions
• Serve as the first point of contact for customer inquiries and guide them to additional resources, Tier II, when needed.
• Assist in structuring learning sessions, answering questions, and providing educational materials.
• Ensure customers have the knowledge needed to integrate and optimize Assurety's solutions.
• Requirements:
• Experience in a customer-facing role focused on education, coaching, or software support.
• Strong ability to explain complex concepts in a simple, engaging manner.
• Ability to build and maintain professional relationships with executives, managers, and end users.
• Technical proficiency in software tools, with an eagerness to learn new systems.
• Excellent communication, presentation, and creative problem-solving skills.
• Willingness to travel nationally for training and educational engagements.
• Bachelor's degree or equivalent experience in Information Systems, Business, or a related field.