Customer Success Associate

Position Overview

Global Environmental Consulting (GEC) supports state agencies managing safe drinking water information. As a Customer Success Associate, you will play a pivotal role in ensuring long‑term satisfaction for our state and local water industry clients. You will advocate for customers while collaborating with cross‑functional teams—including DevOps, Consulting, and Operations—to deliver timely support, nurture client relationships, and drive continuous product improvement.

Key Responsibilities

• Respond promptly to customer inquiries via helpdesk, email, phone, or chat.
• Troubleshoot and resolve customer issues efficiently while documenting and tracking them using a CRM system.
• Maintain Knowledge Center articles and other software documentation.
• Build and sustain strong, long‑lasting relationships with clients as the primary point of contact.
• Schedule regular check‑ins to ensure client satisfaction and gather feedback, including communication about software updates and releases.
• Gather and analyze customer feedback to identify opportunities for product or service enhancements, collaborating with the product development team.
• Participate in product testing and provide customer‑oriented feedback.
• Track and analyze KPIs related to customer success and prepare regular reports on satisfaction, retention, and trends.
• Develop and deliver tailored client training programs and assist in setting up client accounts with best practices.
• Support the creation of proposals and marketing materials that highlight the value proposition of GEC’s products and services.

Required Qualifications

• Bachelor’s degree in Business, Marketing, Communications, Environmental Science, or a related field (preferred).
• Demonstrated experience in customer service, account management, or a related role.
• Proficiency with CRM software (e.g., Salesforce, HubSpot, Zendesk) and customer support tools.
• Excellent communication, interpersonal skills, and the ability to write and edit end‑user instructions.
• Strong problem‑solving abilities, attention to detail, and capability to work both independently and within a team.

Preferred Qualifications

• 2 years of experience with SDWA and regulatory compliance related to safe drinking water.
• 2 years of experience with SDWIS State.
• 2 years of experience in customer success, account management, sales, or a similar role.
• Team oriented with the ability to accept feedback and a customer‑centric mindset.
• Adaptability to thrive in a fast‑paced environment and a proactive approach to addressing customer needs.

Benefits & Perks

GEC offers a competitive benefits program designed to provide eligible employees with a comprehensive total compensation package.

• Paid Personal Time Off and holidays.
• Continuing Education Stipend.
• Medical, Dental, and Vision coverage.
• Flexible Spending Account.
• Life and Long‑Term Disability insurance.
• 401K with company match.