Customer Success Associate

Who is BrightLink?
BrightLink is a consultative, industry thought-leader offering services and technology for the professional credentialing industry. At our core, we are passionate about helping people better their lives through demonstration of skills. We build technology that delivers cognitive assessments and manages professional credentialing programs.

Who are we looking for?
BrightLink is looking for a Customer Success Associate to help support innovative solutions that create remarkable experiences for our clients. This individual will work to assist customers with any troubles or inquiries they may have and must do so with a service-oriented and personable attitude.

In addition, we look for candidates who embrace our company core values. These core values reflect who we are, and provide both company-wide and individual guidance:

  • Be remarkable
  • Practice humble service
  • Nurture enduring partnerships
  • Always drive to deliver
  • Seek pragmatic perfection
  • Create positive personal growth
  • Engage in camaraderie
 
Primary Job Responsibilities:
  • Drive customer success as a point of contact for customers, advocating for their interests and giving voice to their feedback.
  • Prioritize and respond to inbound customer inquiries
  • Assess the customer's needs and translate into solutions
  • Improve client references by writing and maintaining documentation
  • Assist with implementation of user guides
  • Provide configuration support for client requests
  • Improve system performance by identifying problems and recommending changes
  • Build customer relationships to ensure customer retention and growth
  • Possibility of travel: 5-10%

Experience/Qualifications:
  • Bachelor’s Degree
  • 2-3 years of previous customer service experience
  • Excellent written and oral communication skills
  • Ability to tailor communication strategy to your audience
  • Strong internal drive to deliver on commitments
  • A sense of ownership, urgency, and personal pride in your work
  • Distaste for ambiguity and eagerness to address
  • Strong awareness for matters that are urgent or could become urgent
  • Confidence with many types of client interactions including the possibility of difficult discussions
  • Possess humility with client and peer interactions and willingness to ask for guidance when necessary
  • Well Organized
  • People Oriented
  • Servant Leader

Not required, but a plus: 
  • Training Experience
  • Experience with JIRA and/or WalkMe
  • In-depth knowledge of the credentialing industry and understanding of market needs

Additional Benefits:
  • Paid Vacation, Sick Days & PTO
  • Health and Vision Insurance 
  • 401(k)
  • Discounted Company Cell Phone Plan
  • Reading Reward Program
  • Quarterly Team / Company Activities
  • Flexible Schedules
  • Personal or Professional Growth Conference Stipends
  • Friday Family Lunches for You, Your Spouse and Children
  • Casual Dress Environment
  • Paid Recess - Everyday!
  • Awesome, Collaborative and Open Work Environment 

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