We are looking for a Customer Success Associate with strong operational, analytical and customer focused mindset. The goal of the Customer Success team is to maximize the impact of Roundtrip’s solution by helping customers meet and exceed their goals, driving user adoption, and surfacing insights that can help customers continue to improve their transportation program.

As a Customer Success Associate you will be responsible for:

• Building and managing relationships with customer Operational Champions, serving as a thought partner to drive adoption and achievement of customer goals

• Analyzing data and deriving insights to proactively identify trends that can thrill and delight before issues arise

• Gathering voice of customer insights to provide for potential technology/product enhancements

The ideal candidate will have prior experience managing B2B customer relationships, be able to look beyond the data to proactively identify trends, and advocate for what is needed to maintain a positive relationship. To be successful in this role, one needs to be able to clearly communicate their positions to internal and external leaders.

This position sits on our Customer Success Team and is 100% remote. Some travel will be required up to about 35% to assigned clients and companywide meetings. The compensation range for this role is 55K-65K and will be based on ones experience and level of work independence.

What You’ll Do:

• Maintain an ongoing cadence with Operational Champions and key users from assigned book of business, using scheduled time to review KPIs, deliver insights, and drive continuous improvement of workflows

• Collaborate with the Support Operations team, passing any individual ride issues across to them for investigation and leveraging their deep product and process expertise to help ensure smooth customer operations

• Monitor client’s dashboards and perform ad hoc data analyses to uncover trends and determine resolutions where applicable

• Provide key insights to Growth team to assist them in identifying opportunities for upsell

• Execute configuration and training for expansions for live customers within assigned book of business

• Responsible for tracking user and customer feedback to provide potential enhancements to product team

What You’ll Have:

• Previous experience in a B2B customer facing role, ideally one where you have had the opportunity to engage with internal and external leaders

• Experience using metrics and reporting to manage a customer support function

• Strong organizational skills, with the ability to keep track of ad hoc needs across many customers

• Experience Microsoft Office Suite, specifically Excel and PowerPoint, and workflow software (LucidChart, Visio, etc…)

• Excellent presentation, verbal, and writing skills

What we value:

At Roundtrip we are not only focused on our mission but also hold ourselves to high standards when it comes to our team.

To us being a part of the Roundtrip team doesn’t just mean showing up to work and believing in the work we do. It means you embody these core values as a part of what you bring to Roundtrip every day.

• Stay Resilient
• Take Ownership
• Be Proactive
• Keep it Simple
• Listen First

Diversity & Inclusion is more than initiative at Roundtrip. Our team is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected class. To learn more about our efforts and team visit our website and review our annual DEI report.

Lastly, we prioritize the health and safety of our entire team above everything else, and we have built a comprehensive and flexible plan to address our team and client needs.

We have shifted to a remote first environment, all our employees are able to work remotely, and we currently have no plans to require regular in-office presence however we do offer two office locations (Philadelphia & Richmond) for employees to visit. Proof of vaccination is required for any in-person Roundtrip interactions (proof of vaccination is securely stored with our HR department). Roundtrip closely follows CDC health and safety plans and suggestions.

What We Offer:

• Health Benefits for you (we cover 100% of your premium) and for your family (at an additional cost)
• Dental and Vision Benefits for you and your family
• 401K with matching program and automatic vest – that means all contributions from Roundtrip put into your account are yours immediately
• Company stock options plan
• Due to our remote first culture, all employees are provided with a monthly home office allowance
• An inclusive, collaborative, flexible, and fun work environment
• Generous PTO plan that includes unlimited vacation and sick time, VTO (spend a day making a difference volunteering for the cause of your choice) and company paid holidays.
  • To ensure our employees take time for themselves we require all team members to take a minimum of 10 days per calendar year
• Feel Good Fridays: We close our ‘offices’ every/other Friday afternoon so you can take time for you.
• Fringe Benefits- Company-paid lifestyle benefits you select twice a year!
• Uber, DoorDash, Instacart, Coffee Subscriptions (just a few examples!)
• An annual allowance for professional development and growth

#LI-Remote

Please note we do not use external recruitment agencies

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