Customer Success Associate (Customer Based)

At Edge, we’re on a mission to create a world where geographic borders are no longer a barrier for people to obtain full-time employment and fair wages.

That’s why we’ve created a global HR solution that seamlessly connects exceptional talent from all over the world with businesses in North America that most need to fill positions.By making hiring globally as simple as hiring locally, we provide businesses with access to a wider talent pool and help them accelerate their hiring process.

Spread across 4 continents, we’re a global team disrupting the norms of how people can work together.

• Own overall relationship with assigned clients, which includes inbound and outbound calls along with managing and ensuring retention, and high levels of customer satisfaction
  
• Maintain existing client success metrics and data as directed to maximize retention and growth
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
  
• Collaborate, problem-solve, and/or strategize with clients
  
• Handle the account on the CRM and notify any changes
  
• Help customers by coaching them on how to use products more efficiently
  
• Check accounts and handle compliance issues
• Follow the KPIs set by the management regarding call time, number of calls, and call quality
• Resolve any billing issue that might pop up

• Bachelor/Undergraduate Degree holder
• 2+ years of expertise in the Customer Success niche, Consulting, Sales, or Marketing.
  
• Experience in handling customer queries tactfully
• Be comfortable for 4.5 hours of call time per day with 30 secs between calls at most.
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Possesses strong attention to detail and can independently conduct due diligence
• Willing to work according to US Eastern Time Zone (Night time position | 7 PM - 4 AM)