Customer Success Associate

At PFL a Vomela Company, every role opens a path to grow because your potential fuels our progress. Take pride in being part of a company thriving on the global stage, where our people create immersive brand experiences that leave a lasting impression. Here, you’re not just an employee; you’re an owner with a real stake in our success. Our strength is our people: a global team turning collaboration into extraordinary results.

Job Summary:

Customer Success Associates are accountable for managing PFL’s MarTech customer base, delivering customer success through outstanding execution, communication, and teamwork.

Schedule: Monday-Friday regular business hours

Hourly Rate of Pay: $25.00--$26.00/hour

What You Will Do

• Provide outstanding day-to-day customer service via phone and email 
• Attend team huddles to discuss team workload and priorities to ensure customer success 
• Manage customer inventory levels to minimize disruption of service due to insufficient inventory without overstocking 
• Perform duties necessary to launch new campaigns on time for customers, including but not limited to: timeline management through clear communication, program administration, procurement of physical items, production oversight, and facilitation of customer testing. 
• Maintain open communication with Customer Success Managers regarding customer needs, new opportunities, customer problems, and how we will deliver success to each customer 
• Generate and deliver periodic reports to customers 
• Document customer-specific processes in Standard Work 
• Create, participate in or manage one-off projects as directed 
• Work effectively with all areas in the company to ensure customer success 
• Contribute to continuous process improvement within the team and within Customer Success 

What Success Looks Like: Successful Customer Success Associates:

• Ask thoughtful questions before proposing solutions
• Take initiative to recommend improvements instead of simply fulfilling requests
• Are energized by goals, performance metrics, and continuous improvement
• Build trust by understanding customers’ business, not just their project specifications
• Combine relationship-building with accountability for results

Qualifications

• 2+ years customer service experience and a proven passion for customer success.
• Deals effectively with ambiguity and situations where there is not a single “right” answer 
• Dynamic, self-motivated, high-energy team player who inspires others 
• Demonstrates resilience in the face of adversity 
• Willing to give and receive feedback to improve performance of self and others 
• Identifies and analyzes significant problems and opportunities 
• Recommends innovations that result in changes to existing services, procedures, and policies 
• Evokes trust from others by keeping commitments and adhering to high ethical standards 
• Impeccable attention to detail 
• Sets high “stretch” standards of performance for self and all co-workers 
• Accurately assesses the opinions and feelings of others; patient, empathetic, listens actively 
• Demonstrates consistent logic, rationality and objectivity in decision making 
• Familiar with basic business and accounting concepts 
• Demonstrates basic adherence to project management principles and use of project management software 
• Represents PFL/Vomela and the values we stand for:  CARES ( Commitment, Accountability, Respect, Excellence, Service)

Essential Functions:

Proficient in navigating both internal and external software systems. Demonstrates the ability to use various software platforms efficiently and effectively including but not limited to:

o    ADP/Timeclock

o    PFL Database

o    Microsoft Products

o    Confluence

Execute physical tasks required to successfully perform CSA position such as standing/sitting for 8–hour shifts. Occasionally lifting, and transporting objects weighting up-to 20 pounds

Variety of functional movements including grasping, lifting, carrying, pushing, pulling, reaching, twisting, bending, stooping, climbing, and more.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources