Customer Success Associate

Grail Insights is a strategic insights consultancy that helps clients seize opportunities and respond decisively to
market change by applying insights to any aspect of their business. In 2006, Grail Insights was founded as the
research arm of a strategic consultancy firm. We are now an independent and rare hybrid: a global insights partner
with deep consulting roots. We offer sales, marketing, and strategic expertise across multiple industries including
Consumer & Retail, Financial Services, Healthcare, Industrial, Professional Services, Technology & Telecom, and
Travel & Tourism.
Our extensive research spans a wide range of industries, geographies, and languages with 250+ assignments
executed in 40+ industries across 130+ countries in 35+ languages every year. We are an immensely talented team,
with our offices and networks available worldwide.
We are a corporate member of the Insights Association, maintain ISO certifications for process quality and data
security, and comply with GDPR regulation.

The Role:

Grail provides software deployment and customer success support to one of the leading project management platform companies in North America. As part of our expanding team, Grail is looking for a passionate, tech-savvy and customer-oriented professional who can quickly understand the nuances of our customer success offering and be part of our growing team in Salt Lake City. The designation for this role will be Customer Success Associate. The candidate will work from our SLC office as well as some flexibility to work from home and may occasionally need to travel to the client site as and when required.

Responsibilities:

The broad responsibility will be to understand the client objectives, build custom workflows, and make thoughtful recommendations to solve problems promptly and comprehensively.

Build an in-depth understanding of the client’s proprietary software. This would involve attending on-site training in the client’s premises as well as distance-learning sessions.
Understand customer needs and suggest best-in-class project management methodologies, planning tools and collaboration workflows.
Design and create appropriate process documentation for specific clients or workflows.
Lead calls/meetings to on-board new customers on the platform. This would involve working directly with senior customer stakeholders to on-board new users/teams, deploy and explain the platform’s features, respond to questions, and roll out best practice.
Lead/conduct training sessions on phone, chat, video conference, etc.
Proactively maintain customer information and build custom reporting to track and identify customer progress.

Candidate Profile:

Undergraduate degree from a reputed university

3+ years of experience with at least 1 year in a “Deployment Consultant” or a “Customer Success” role

Strong understanding of various project management methodologies (Agile, Scrum, Waterfall, etc.)

Hands-on experience in a project management role will be a huge plus

Certification like PMP will be a plus

Excellent problem solving skills

Fluent communication skills and comfort engaging with senior client stakeholders on phone/video

Proficient in multitasking and managing conflicting priorities with limited oversight