Associate Customer Success Consultant

Job Description About Fyle

We are Fyle, a B2B SaaS company founded by startup veterans. We’re an expense management platform that wants to eliminate even a second spent on tracking and managing employee expenses. With thousands of customers, we are operating in a multi-billion dollar

market that is ripe for disruption. We’re building a unique product that’s growing and evolving constantly, and we want an awesome Associate Customer Success Consultant to help us spread the word!

Key responsibilities

The Associate Customer Success Consultant will manage a diverse set of customer accounts

across North America and will broadly be responsible for the following priorities.

Customer Account Management

• Manage a portfolio of accounts across North America and be accountable for all
  
  
  
  
  
  

portfolio level activities

• Work with the onboarding team to bring in customers seamlessly onto Fyle and ensure
  
  
  
  
  
  

they have the resources they need to start using the platform

• Maintain good account health which includes onboarding, product adoption &
  
  
  
  
  
  

utilization, on-time guidance, user confidence, and account renewal / growth

• Manage and convert PoCs (proof of concept) successfully
  
  
  
  
  
  

Customer Engagement and Advocacy

• Drive product adoption, increasing confidence and trust in Fyle amongst users
• Develop customer relationships that promote retention and loyalty
• Support internal teams with customer advocacy. Reach out to customers to request
  
  
  
  
  
  

feedback and garner online reviews, testimonials, case studies

• Manage Bugs and feature requests to closure. Participate in CS-Engineering, CSProduct forums to prioritize, raise and track these to closure
  
  
  
  
  
  

Process Standardization

• Monitor key health parameters related to customer usage, support performance, user
  
  
  
  
  
  

feedback and account engagement, and take appropriate action to align with health

targets

• Provide appropriate customer context for features, bugs and service requests
• Work with support and product teams to de-escalate customer situations
• Manage all customer escalations and red flags to closure
  
  
  
  
  
  

Key Responsibilities Role Requirements

• Relevant work experience: 1-2 years
• Good structure and analysis
• Great communication
• Prior experience in helping and guiding customers
• Willingness to work in the US West Coast business hours
• Awareness of finance processes and accounting knowledge - beneficial to possess
• Prior customer facing experience in North America / EU region
• Comfortable working with C-Suite Executives