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Founded in 1980, Continuous provides intelligent automation solutions with purpose-built integrations for financial institutions. We are banking experts, who make complex simple, and own our customers' outcomes.
Customer Success and Growth Associate
Location
United States
Posted
14 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Customer Success and Growth Associate
Continuous
Role Description As the Customer Success & Growth Specialist, you will focus on the following: - Support Queue Management: Own the inbound sales support ticket queue, maintaining response time standards, ensuring resolution quality, and keeping open tickets to a minimum. Work predominantly through email and digital channels, maintaining accurate, up-to-date account records in Salesforce and our internal CRM. - AI Workflow Deployment & Optimization: Deploy and manage AI agent workflows to automate resolution of high-volume, routine support categories. Evaluate workflow performance, identify gaps in automated resolution, and collaborate iteratively to expand automation coverage over time. - Account Health & Retention: Monitor account health signals and proactively flag risk before it escalates. Contribute to retention reporting and surface recurring themes, product gaps, and friction points internally. - Customer Onboarding: Own the post-sale onboarding experience for new VisualCron customers, ensuring they’re set up for early success with the platform. - Expansion & Upsell Identification: Monitor for signals that a customer is ready to grow and route qualified conversations to the appropriate sales resources. Qualifications - Customer Obsession: Driven by the customer’s outcome, responding quickly and communicating clearly in a high-volume, primarily digital environment. - AI Enthusiasm & Adaptability: Excited about incorporating AI into workflows and eager to learn how automation can enhance effectiveness. - Systems Thinking: Ability to document solutions and create reusable resources to build operational infrastructure. - Analytical Mindset: Comfortable interpreting usage and engagement data to identify at-risk accounts and surface actionable insights. - Adaptability & Ownership: Thrive in motion, shifting fluidly between customer-facing and operational responsibilities. - Clear, Professional Communication: Communicate with clarity and warmth across email and in-app channels, explaining technical topics in plain language. Requirements - Get deeply familiar with VisualCron: the product, customer base, and common support categories. - Audit the current state of the support queue, including volume, ticket types, response patterns, and existing workflows. - Take full ownership of the inbound support queue. - Deploy your first AI agent workflow for routine ticket categories. - Document current-state support processes and begin building SOPs. - Establish account health monitoring practices. - Improve the onboarding experience for new customers. - Demonstrate measurable contributions to retention goals. - Expand AI automation coverage across multiple support categories. - Actively surface expansion and upsell signals. Benefits - A remote-first environment – Work from wherever you thrive in the contiguous U.S. - Everything you need to succeed – Mac or Dell laptop, $100/month connectivity stipend, monitors, and a $250 setup allowance. - Comprehensive health coverage – 100% company-paid medical, dental, and vision for you and your family, plus $1,800 annual HSA contribution. - Financial protection – 100% company-paid LTD, AD&D, and life insurance. - True flexibility – Flexible PTO and working hours that respect your life outside of work. - Time to recharge – 11 paid holidays plus two Wellness Days. - Investment in your growth – $2,500 annual professional development stipend.
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