Next Glass powers the alcoholic beverage industry through innovative software & technology, world-class experiences, and unparalleled content that reflects our unique and enthusiastic community. Next Glass is the worldwide leader in bevtech, offering a suite of software, services, and experiences to SMBs, enterprise partners, breweries, and consumers. Through the Next Glass family of brands, including Untappd, Oznr, Hop Culture, BeerAdvocate, and Ollie, Next Glass maintains the world’s largest community of beer enthusiasts and delivers unmatched value to our partners and customers through this engaged audience across the globe.
Position Overview:
Next Glass is seeking a motivated and detail-oriented Customer Success Associate (CSA) to join our team. This role is ideal for someone early in their career or with some professional experience in customer success or customer service, looking to grow in a dynamic environment. The CSA will provide vital support to our Customer Success Managers (CSMs) by managing routine customer interactions and administrative tasks, allowing CSMs to focus on more strategic customer engagement. The CSA’s efforts will directly contribute to customer satisfaction and retention, especially among past-due accounts.
Key Responsibilities:
- Contact customers via phone and email to discuss past due accounts, assist with payment collections, and help with account setup tasks such as uploading logos, publishing menus, and general account engagement.
- Coordinate and schedule account reviews between customers and their assigned CSMs, ensuring timely follow-ups and smooth interactions.
- Provide basic guidance to customers on using the Untappd platform effectively, ensuring their accounts are well-maintained and fully functional.
- Collaborate closely with CSMs and the Support team to address customer inquiries, resolve issues, and enhance the overall customer experience.
- Play a key role in improving customer retention by focusing on at-risk accounts, particularly those with past-due payments. Success will be measured by overall team retention metrics.
Qualifications:
- Some professional experience in a customer-facing or customer service role is required.
- Strong communication skills with a comfort level in handling high-volume phone and email interactions.
- Detail-oriented with good organizational skills and the ability to juggle multiple tasks simultaneously.
- Proficiency in Google Suite (Gmail, Google Docs, Sheets, etc.) is preferred.
- Familiarity with Customer Engagement tools (e.g., Salesforce, ZenDesk, Freshdesk) and Customer Success platforms (e.g., ChurnZero, Gainsight, ClientSuccess) is a plus.
- A proactive and positive attitude, with a willingness to learn and grow in a fast-paced environment.
- Ability to work effectively as part of a team and contribute to shared goals.
