Customer Success Associate
Lucidworks, Jamaica

Lucidworks is leading digital transformation for some of the world's biggest retailers, financial services firms, manufacturers, and B2B commerce organizations. We believe that the core to a great digital experience starts with search and browse. Our Deep Learning technology captures user behavior and utilizes machine learning to connect people with the products, content, and information they need. Brands including Crate amp; Barrel, Lenovo, Red Hat, and Cisco Systems rely on Lucidworks' suite of products to power commerce, customer service, and workplace applications that delight customers and empower employees. Lucidworks believes in the power of diversity and inclusion to help us do our best work. We are an Equal Opportunity employer and welcome talent across a full range of backgrounds, orientation, origin, and identity in an inclusive and non-discriminatory way.
About the Role
Lucidworks is looking for a results-driven Customer Success Associate(CSA) to engage, retain and enable our customers to fully utilize Lucidworks Fusion. The CSA is ultimately responsible for the complete post-sales lifecycle of a portfolio of Lucidworks clients. As a Customer Success Associate you will be the primary advocate for clients, guiding them along a path to success and engaging resources across Lucidworks to help them achieve their goals. The ideal candidate will be passionate about, and adept at, providing an exceptional experience for every customer.
This role is open to candidates currently located in, and who plan to remain in Jamaica. Job Responsibilities:

• Establish and maintain client relationships across their organization including: technical amp; business users, and key stakeholders.
• Execute client programs to drive continued engagement and adoption of Lucidworks’ products, ensuring value is delivered and ROI achieved.
• Coordinate cross-functional alignment to appropriately support high-impact, value-add client activities.
• Align closely with Sales to cultivate and identify client upsell amp; cross-sell opportunities.
• Assess account health and risk in order to understand impact on client renewals and adoption opportunities
• Conduct client check-ins and proactively address customer needs
• Analyze client data and improve customer experience.
• Align to all customer success methodologies and practices.
• Manage and resolve client requests and complaints in partnership with cross-functional teams.
• Uphold the core values, policies and procedures of Lucidworks
• All other duties as assigned

Required Skills Qualifications:

• Bachelor’s degree and a minimum of 1-2 years of related experience or equivalent work experience.

• Business acumen amp; technology consulting or client facing experience
• Excellent communication and interpersonal skills
• Excellent relationship building and relationship management skills
• Highly organized and ability to multitask
• Empathize with customers and to translate their concerns/desires calmly and competently to others.
• Strong analytical skills
• Acceptable background check

Competencies:

• Knowledge amp; Application: Develops professional expertise, applies company policies and procedures to resolve a variety of issues. Determines a course of action based on guidelines and modifies processes and methods as required.
• Complexity amp; Problem Resolution: Works on problems of moderate scope which are often varied and routine where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Applies learned techniques and contributes to analysis and investigation to solve problems. Normally receives little instruction on day-to-day work, general instructions on new assignments
• Communication: Builds productive internal/external working relationships to resolve mutual problems by collaborating on procedures or transactions. Focuses on providing standard professional advice and creating initial reports/analyzes for review by experienced team professionals.
• Core Values: Honor People, Be Curious, Champion customers, Break The Bottle, Align and Commit, Enjoy This
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Lucidworks believes in the power of diversity and inclusion to help us do our best work. We are an Equal Opportunity employer and welcome talent across a full range of backgrounds, orientation, origin, and identity in an inclusive and non-discriminatory way. Applicants receive consideration based on the relevant talents, skills, and experiences they offer to our company.
Thank you for your interest and we look forward to learning more about you.