Customer Success Associate at Four Winds Interactive

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Overview
Four Winds Interactive seeks a Customer Success Associate to work with the Customer Success Team. This position will oversee all aspects of projects and support for assigned accounts. This role will be interacting directly with customers, FWI executives and leaders of other departments. This role has significant impact on the customer experience with FWI and can affect retention. This role requires project management expertise, time management skills and attention to detail, teamwork and desire to deliver excellent customer service. It is not a management position.
This position will be supporting multiple strategic account portfolios. As such, this position will work closely with a small team and needs to occasionally step into other team roles, which may include tasks related to the functionality and appearance of visual communication solutions, delivering customer training and implementing visual communication networks.
We know there's no such thing as a "perfect" candidate - we're all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with FWI even if you don't meet 100% of the requirements. We believe in fostering an environment where there are a diversity of perspectives, in hopes that we can all thrive.
Responsibilities
  • Address majority of program/client issues and resolve problems to client's satisfaction
  • Perform proactive issue and risk monitoring for trends and resolution
  • Serve as the first line of escalation for support issues
  • Assist in defining client standards and process for new programs and product deliveries
  • Assist in estimating new programs or changes to program scope
  • Provide input to client Forecasting for Revenue and Resource planning
  • Continually seek out opportunities to increase customer satisfaction and deepen client relationships.
  • Identify opportunities for improvement, make constructive suggestions for change, and positively contribute to Programs.
  • Working closely with the Customer Success Executives and/or other members of the Management Team to determine and implement needs as required by evolving process strategy and client scope
  • Provide weekly detailed status reports
  • Identify sales opportunities for programs
  • Contribute to team building and knowledge sharing opportunities
  • Other duties as assigned
  • Minimal Travel

Qualifications
  • 2+ years' experience in Project Management, SW Delivery, Customer Experience/Resource Mgt.
  • Strong written and verbal communication skills.
  • Strong analysis and problem solving skills.
  • Experience with hardware and software troubleshooting.
  • Ability to learn custom software packages and products quickly.
  • Experience working with array of external client resources from Project Managers, IT resources, and other departments including clients' senior management teams.
  • Great attention to detail and excellent decision-making and problem-solving skills.
  • Demonstrated ability to communicate effectively using both oral and written skills both internally and with customers.
  • Ability to work independently and as part of a team.
  • Ability to manage and prioritize multiple competing priorities.
  • Excellent time management and multi-tasking skills.
  • Ability to collaborate cross functionally.

Helpful for Success:
  • Experience & Education:
  • Bachelor's degree in related field or equivalent experience
  • Experience with Salesforce - creating reports, dashboards, metrics.
  • Fluent in Spanish

The compensation package will be aligned to each candidate's experience and qualifications. All applicants must be authorized to work in the United States.
Compensation Range: $40,000.00 to $54,000.00
About Four Winds Interactive
With 6,000+ clients and over 500,000 screens deployed, FWI's software platform is driving Visual Communications to millions of people every day, all over the world. We are a values-driven organization that encourages our employees to bring their authentic self to work every day and empowers everyone to make a tangible impact on our products, clients and culture. Our employees are passionate about their craft, but they are also parents, skiers, comedians, runners, animal lovers, foodies and phenomenal human beings who appreciate our dedication to providing a healthy work/life balance.
We're proud to be one of Built In Colorado's top digital tech companies . At FWI, our culture is important to us. We are a diverse team of talented, passionate people who want to make a difference, but don't take ourselves too seriously. If our core values speak to you, we want to meet you:
  • Bring your best self
  • See it
  • Own it
  • Crush it
  • Be Gracious

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
US Benefits Overview
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • ObjectiveCLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • XamarinFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • SegmentAnalytics
    • AlteryxAnalytics
    • PendoAnalytics
    • PowerBIAnalytics
    • Affinity DesignerDesign
    • IllustratorDesign
    • InVisionDesign
    • MiroDesign
    • PhotoshopDesign
    • SketchDesign
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • ProdPadManagement
    • WordpressCMS
    • SalesforceCRM
    • PardotEmail
    • PardotLead Gen

Location

Our office is in the trendy Golden Triangle area, steps away from museums, galleries, restaurants, cafes, bars, and public transportation.

An Insider's view of Four Winds Interactive

What's something quirky about your company?

It took me a while to adjust to the fitness culture at FWI. I would show up to a meeting and the person sitting across from me might have just come back from yoga or CrossFit dressed in their workout gear. Once I got used to seeing executives in sandals and sweats every once in a while, I’ve come to love how invested FWI is with employee wellness.

Steve

Senior Director, Technical Operations

What projects are you most excited about?

I'm excited about FWI’s exemplary commitment to its people. It’s evident there are many diversity and inclusion efforts, not only led by our Diversity, Equity, and Inclusion Council but also from motivated individual contributors. This creates an environment where we can stay true to our core values and bring our best selves every day!

Maithy

Talent Acquisition Partner

How has your career grown since starting at the company?

I started at FWI in Tech Support. After a year of learning as much as I could about FWI’s Content Manager applications, I applied for the Technical Engineer position with FWI’s Tiger Team. I will continue to grow my career as FWI continues building the latest and greatest tech and software in the digital signage industry.

Will

Technical Engineer

How do you empower your team to be more creative?

Goals. It starts with knowing what the customers want and creating a set of measurable and achievable goals. How we achieve those goals is where the creativity of the team comes to fruition, and I see that every day in FWI.

Taufiq

Chief Technology Officer

How does the company support your career growth?

As a manager on the People Operations team, I find there are an abundance of opportunities to get involved with supporting personal and professional growth. As a first-time manager, I get to participate in an interactive Manager Bootcamp. FWI also hosts a monthly manager round table, which gives everyone the opportunity to communicate and connect.

Catherine

Director of Talent Acquisition

What are Four Winds Interactive Perks + Benefits

Four Winds Interactive Benefits Overview

You will be challenged in our dynamic environment, supported in your endeavors, recognized for your contributions, and have fun along the way!
We’re building the future of the workplace, enabling frictionless employee experiences, more integrated office spaces, and empowering businesses to better connect with their employees. And we want you to join us.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Our zeal for inclusion fuels our best work. Listen - We commit to hear our colleagues, listen to different points of view and challenge our biases in these moments.
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
We are committed to the idea that DE&I work is a journey. A journey that will prove to have no end, no destination, but a continued focus on becoming better, learning more and implementing more change
Hiring Practices that Promote Diversity
We know there’s no such thing as a “perfect" candidate - we’re all a work in progress. We encourage you to apply for a position with FWI even if you don’t meet 100% of the requirements.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our Welton location has Ping Pong, Pool Table, Foosball, Darts and Basketball.
Stocked Kitchen
Our Broadway location has fully stocked kitchens including rotating flavors of sparkling water on tap.
Some Meals Provided
Happy Hours
Parking
Pet Friendly
FWI's pet policy is dog friendly daily at our Welton office location.
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
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