Customer Success Associate at Global Environmental Consulting, Inc – Mesa, Arizona

Global Environmental Consulting (GEC) is a company that specializes in supporting state agencies responsible for managing safe drinking water information. Our team of dedicated professionals, many with decades of experience in state drinking water programs, are passionate about public health. We've created a positive and innovative culture where everyone is committed to ensuring safe drinking water for communities.

GEC is currently looking for a customer-focused Customer Success Associate who shares our passion for public health and technological innovation. We are a customer-obsessed organization that values critical thinking skills, a can-do attitude, and a dedication to hard work. Our ideal candidate is a team player who is open to feedback and eager to contribute positively to our collaborative work environment.

Customer Success Associate: Position Overview

The Customer Success Associate will play a pivotal role in ensuring the long-term satisfaction and success of our state and local clients in the water industry. This professional will be responsible for understanding customer needs, providing timely support, and fostering strong relationships with our clients. They will act as advocates for both the customer and GEC, ensuring that our clients derive maximum value from our software products. By collaborating with our cross-functional teams, including DevOps, Consulting, and Operations, the Customer Success Associate will contribute to GEC's mission of enabling public health professionals in the water industry.

• Respond promptly to customer inquiries via a helpdesk center, email, phone, or chat.
• Troubleshoot and resolve customer issues in a timely and effective manner.
• Document and track customer issues using a customer relationship management (CRM) system.
• Maintenance of the Knowledge Center articles and other software use documentation

• Build and maintain strong, long-lasting relationships with clients.
• Act as a point of contact for customers, providing consistent support and communication.
• Schedule regular check-ins with clients to ensure their ongoing satisfaction and gather feedback.
• Provide communication for software updates and releases

• Gather and analyze customer feedback to identify areas for product or service improvement.
• Collaborate with the product development team to relay customer insights and suggestions.
• Participate in product testing and provide feedback from a customer perspective.

• Track and analyze key performance indicators (KPIs) related to customer success.
• Prepare and present regular reports on customer satisfaction, retention, and other relevant metrics.
• Identify trends and patterns in customer behavior to inform strategic decisions.

• Develop and deliver training programs tailored to the needs of different clients.
• Assist managers in setting up client accounts and provide guidance on best practices.

• Assist in preparing proposals that demonstrate the value proposition of our products and services.
• Aid in the creation of marketing materials

• Bachelor’s degree in Business, Marketing, Communications, Environmental Science, or a related field is preferred.

• Previous experience in customer service, account management, or a related role.
• Experience working with CRM software and customer support tools.

• Proficiency in using CRM platforms such as Salesforce, HubSpot, or Zendesk.
• Familiarity with customer support software and tools.
• Ability to write and edit end user instructions.

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team.

Preferred Qualifications

• 2 years of experience with the SDWA and regulatory compliance related to safe drinking water.
• 2 years of experience with SDWIS State
• 2 years of experience in customer success, account management, sales, or a similar role

• Team oriented and ability to accept feedback.
• A customer-centric mindset and a passion for helping others.
• Adaptability and the ability to thrive in a fast-paced environment.
• Proactive approach to identifying and addressing customer needs.

It's an exciting time to be in the water industry. As public demand for clean, safe water grows, GEC is at the forefront, providing innovative software solutions to help state governments meet these challenges. As a trusted partner to states across the nation, GEC is committed to helping our clients navigate the complex regulatory landscape and ensure the future of clean drinking water. Joining GEC as a Customer Success Associate offers a unique opportunity to contribute to this important mission.

Working as a Customer Success Associate at GEC provides numerous opportunities for career advancement. Some professionals in this role will advance to positions such as Customer Success Manager, Business Development Manager, or Director of Customer Success, while others may lean into other functional areas at GEC With experience and demonstrated success, there is potential to move into strategic roles within the company, contributing to overall business growth and development.

This position may be in our corporate offices in Scottsdale, AZ, or remote. Approximately 10% domestic travel may be required.

GEC offers a competitive benefits program designed to give eligible employees a comprehensive total compensation package. Our benefits include:

• Paid Personal Time Off and holidays.
• Continuing Education Stipend
• Medical, Dental, and Vision.
• Flexible Spending account.
• Life and Long-Term Disability insurance.
• 401K with company match.

To apply, please submit a cover letter and resume to careers@1gec.com.

Global Environmental Consulting, Inc. is an Equal Opportunity, Affirmative Action Employer and considers all applicants for employment without regard to race, color, religion, sex, national origin, protected veteran’s status, or disability. Learn more about Global Environmental Consulting by visiting our website at: https://www.1gec.com/.