Customer Success Associate (Req #1421)

Scorpion Therapeutics; Durham (NC); On-site; USD 52,000 - 78,000; Full time

Job summary

Scorpion Therapeutics is seeking a Customer Success Associate to manage client relationships and ensure high satisfaction with managed services delivery. The role focuses on promoting ongoing value, customer retention, and service quality improvements.

The CSA will establish strategic partnerships, conduct regular client meetings, oversee third-party partners, and drive ongoing improvement across accounts. Strong communication, analytics, and collaborative skills are essential.

Qualifications

• 2-4 years client-facing experience in IT or managed services.
• Proficiency with Microsoft Office and collaboration tools.
• Strong customer service, active listening, and relationship management.
• Analytical capability and operational knowledge.

Responsibilities

• Establish strategic partnerships with clients.
• Conduct regular client meetings to review delivery and value.
• Oversee third-party annuity service partners.
• Track customer satisfaction and service quality.
• Lead root cause analyses for escalations.
• Facilitate onboarding and service reviews.
• Manage key account data.
• Collaborate with sales for upselling opportunities.

Skills

Customer service

Active listening

Relationship management

Analytical capability

Tools

Microsoft Office

Collaboration tools

Job description

Role: Customer Success Associate (CSA) responsible for managing client relationships and ensuring high satisfaction with managed services delivery. Objectives include promoting ongoing value, customer retention, and service quality improvements.

Responsibilities

• Establish strategic partnerships
• Conduct regular client meetings
• Oversee third-party annuity service partners
• Track customer satisfaction
• Lead root cause analyses for escalations
• Facilitate onboarding and service reviews
• Manage key account data
• Collaborate with sales for upselling opportunities

Qualifications

• 2-4 years client-facing experience in IT or managed services
• Proficiency with Microsoft Office and collaboration tools
• Strong customer service
• Active listening
• Relationship management skills
• Analytical capability
• Operational knowledge

Preferred

• Project management experience
• Understanding of IT infrastructure such as networking, security, and data management

High-value

• Focus on IT and managed services
• Client relationship management
• Operational and technical acumen
• Cross-functional collaboration

Work setup

Details on location or travel are not specified.