Employee Success Associate

As a Customer Success Associate in the Employee Experience Change team, you support customers in their journey toward achieving their desired outcomes. Work closely with the Customer Success team and other cross-functional groups to ensure a seamless customer experience while gaining the skills you need to grow within your role. You partner with operations teams and product and functional partners to make sure customers have a seamless, engaging, and effective experience at every stage of their journey. You build relationships, support adoption, and help connect products and services to make work better for everyone.
You will be a trusted partner to operations teams and Learning product partners, helping them navigate change, build their own change capability, and deliver experiences that put customers first. You will focus on the Learning product area, including employee skills and development, working alongside operations teams and product partners as they develop and own their change plans.
Job responsibilities

• Helps execute product adoption, expansion, and retention activities to support a healthy customer base
• Attends and participates in regular account meetings while keeping thorough notes to ensure accountability for customers
• Investigates and resolves customer issues in a timely and efficient manner
• Tracks and analyzes key metrics to measure customer success
• Leads end-to-end change delivery for well-defined, scoped initiatives, including change planning, communications, training and job aids, reinforcement, and adoption tracking for operations teams and product stakeholders within the Learning product area, including employee skills and development
• Acts as the change partner and primary face of change for guided enablement initiatives, working alongside operations teams and product partners to help them develop and own their change plans, providing hands-on input and practical guidance while escalating to senior change leads for strategic inputs and higher-complexity decisions
• Supports large, global initiatives through execution and coordination, such as building and managing project plans and change calendars, coordinating stakeholder sessions, drafting communications and toolkits, capturing key considerations of the change, and supporting training logistics
• Builds and maintains change assets such as stakeholder maps, basic impact assessments, communications plans, readiness checklists, and FAQs, keeping assets current throughout delivery
• Identifies recurring questions and risks, and proposes improvements to content, engagement, and enablement materials
• Contributes to cross-functional projects and campaigns that drive product adoption and improve the customer experience

Required qualifications, capabilities, and skills

• 2+ years of experience or equivalent expertise in customer success or a relevant domain area
• Strong verbal and written communication skills
• Comfortable using technology with a willingness to learn new technological skills, programs, and tools
• Demonstrated analytical skills and critical thinking