Customer Success Associate

Mission for Customer Success Associate

To ensure that customers consistently use OZÉ and input 100% of their data as accurately as possible. To leverage this complete data set to help customers make better decisions based and, as a result, increase sales, lower costs, make more profits, and become investment ready.

Outcomes

1. Ensure that 75% of users who set up a profile on OZÉ are still using it by the end of their first week.Send a personalized welcome message to each business owner who creates a profileMaintain an annual churn rate of 40% or lower
2. Send a personalized welcome message to each business owner who creates a profile
3. Maintain an annual churn rate of 40% or lower
4. Support users so that they capture 100% of their data in OZÉOver 50% of entries are complete in that they contain a price, location, category, and descriptionSurvey of weekly active users shows that 80% or more are inputting all transactions into OZÉDeliver insights from 4 customers a month on how we could help them input more complete information
5. Over 50% of entries are complete in that they contain a price, location, category, and description
6. Survey of weekly active users shows that 80% or more are inputting all transactions into OZÉ
7. Deliver insights from 4 customers a month on how we could help them input more complete information
8. Collaborate with the Business Statistician to transform statistical models into actionable customer insightsMaintain a “Top 5” list of insights you want to gain from the dataMeet with 5 users a week to assess how useful and actionable the automatic insights developed by the statistician are to them. (Useful 1-5, Actionable (1-5)
9. Maintain a “Top 5” list of insights you want to gain from the data
10. Meet with 5 users a week to assess how useful and actionable the automatic insights developed by the statistician are to them. (Useful 1-5, Actionable (1-5)
11. Be a trusted advisor for the most active users and help their businesses grow100% of weekly active users see either an increase of monthly revenue or increase in monthly profits leading to an annual increase of revenue and/or reduction of costs >15%10% of businesses reach the “investment ready” stage after 6 months.Share the user names of all users on track to be investment ready to the Business Development Associate - SMEsBe the face of OZÉ to your users and receive a positive Net Promoter Score (NPS)
12. 100% of weekly active users see either an increase of monthly revenue or increase in monthly profits leading to an annual increase of revenue and/or reduction of costs >15%
13. 10% of businesses reach the “investment ready” stage after 6 months.
14. Share the user names of all users on track to be investment ready to the Business Development Associate - SMEs
15. Be the face of OZÉ to your users and receive a positive Net Promoter Score (NPS)
16. Be a team playerInternal NPS of 9 or above from your teammatesParticipate in all monthly 360 feedback sessionsContinuously learn by participating in 6 relevant webinars or by reading 6 relevant books per year and share what you learned with the team at monthly lunch & learns and/or through a blog post.Recruit at least one awesome person to join our team; assist in the hiring and training of additional Customer Success AssociatesWork with product and tech teams to develop and implement product improvements
17. Internal NPS of 9 or above from your teammates
18. Participate in all monthly 360 feedback sessions
19. Continuously learn by participating in 6 relevant webinars or by reading 6 relevant books per year and share what you learned with the team at monthly lunch & learns and/or through a blog post.
20. Recruit at least one awesome person to join our team; assist in the hiring and training of additional Customer Success Associates
21. Work with product and tech teams to develop and implement product improvements

Competencies

Empathy, Honesty & Integrity, Analytical Skills, Pro-active, Openness & Transparency, Perseverance, Adaptability 

**You may be thinking to yourself, what is this?? I thought I was looking at a job description, so why are there so many metrics? OZÉ is a data-driven and goals-oriented company that values openness and transparency. We want to hire someone who can meet these goals, so we only think it’s fair to let you know what the goals are. If this isn’t for you, we’d rather you decide that before applying instead of after starting work. If hired, this job description becomes your scorecard. You will be measured against it to determine how successful you are in your work at OZÉ.