Customer Success Associate

Company Description

We’ve all had a recruiting experience that stands out, either because it was magical or ‘oh so horrible.’ 

The technology that recruiting teams use to find, connect with, and advance talent often shapes a candidate’s experience. Yello’s software enables employers to recruit effectively and efficiently. If it excites you to be a part of a team that helps some of the world’s largest brands connect with their future employees, then come grow your career with Yello. 

Founded in 2008, Yello is a venture-backed talent acquisition software company that empowers Fortune 500 and fast-growing enterprise companies to find the best talent for their organizations — and helps people early in their careers find their dream job. 

In July 2021 Yello merged with WayUp, the leading Diversity & Inclusion platform that ensures employers achieve their D&I goals by helping them virtually recruit qualified, diverse early-career candidates. Since 2014, WayUp has worked with employers of all sizes—from Fortune 500s like Clorox and Citi to nonprofits and startups. With over 6M users (71% of whom self-identify as underrepresented minorities), WayUp is known as the go-to platform used by early-career professionals to get hired.

About The Role

The Customer Success Associate provides white-glove level support to enterprise clients using the WayUp product. You will become subject matter experts on the customer’s configuration and their business needs. The CSA will partner with all departments to execute the support strategy for each assigned customer. Our ideal candidate is someone who thrives in a fast-paced environment and is passionate about building and maintaining strong relationships while embracing challenges.

How You'll Make An Impact

• Support WayUp’s enterprise clients
• Respond to customer inquiries and requests that can include troubleshooting, resolution of service issues, and consulting on best practices 
• Providing workarounds for customer issues
• Partner closely with Sr. CSM / CSD to drive improved customer experience  
• Demonstrates a proactive, solution-based approach to enhance customer relations via calls and emails
• Monitor performance of customers through reporting and key KPI’s
  • Advocating for customers in internal B2C marketing meetings
• Identify and implement opportunities for increased operational efficiencies to enhance client service delivery
• Support with client onboarding and set up deliverables
• Conduct user training on WayUp’s which will include interpreting and resolving user questions concerning system use
• Exercises independent judgment
• Work cross-functionally to ensure accurate and timely updates to our customers
• Shadow CSMs on customer meetings

What We're Looking For

• Bachelor's degree required or equivalent work experience (3 years experience in a corporate customer facing role)
• Demonstrated in-depth product knowledge and leadership abilities.
• Strong written and verbal communication ability. Demonstrated ability to communicate clearly under pressure. 
• Ability to effectively overcome customer concerns when working to resolve challenging and/or urgent issues
• Strong customer service orientation - empathetic, yet able to manage expectations
• Able to work both autonomously and as part of a collaborative team
• Strong organizational and time management skills

Additional Information

• We are open to remote candidates based in the following states: CO, FL, GA, IL, IN, KS, MA, MI, NC, NH, PA, TX, VA, and WI
• As required by Executive Order 14042, Federal contractor employees are required to receive the necessary shots to be fully vaccinated by January 4, 2022 regardless of the employee’s duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to submit proof of vaccination before starting employment with Yello.
• Yello is based in Chicago, and our business hours are 8:30 am to 5 pm Central. Employees living in other time zones will need to work Central hours.
• Yello is an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
• You must be authorized to work in the United States. Yello is not offering visa sponsorship for this role.
• Must be able to sit or stand for continuous periods of time.