Customer Success Associate, Assembled
$90-110k
+ Stock options
More information about location
2+ days a week in office
Customer support workforce management platform
Open for applications
Customer support workforce management platform
101-200 employees
Open for applications
$90-110k
+ Stock options
More information about location
2+ days a week in office
101-200 employees
Company mission
To create a support operations platform that helps companies maintain exceptional customer experiences, no matter what lies ahead.
Role
Who you are
- You enjoy working with customers: You enjoy developing relationships and can collaborate effectively with a wide range of constituents, adjusting your messaging accordingly. At Assembled, we’d expect you to become comfortable interacting with C-level execs, support agents, and engineers alike both in person and in virtual settings
- Operational rigor: You appreciate the value of data integrity, streamlined processes, and scalable systems for building a data-driven GTM team and you are known for bringing operational excellence to your work
- You don’t give up: You have the grit, determination and tenacity needed to push through roadblocks within highly unstructured environments
- You have a track record for getting things done: You know how to juggle competing priorities and drive towards outcomes. You're great at keeping everyone up to date
- You can think strategically while being in the weeds: You can identify key trends and insights from customer conversations and the broader market to connect the dots on what we should do on go-to-market and product
- You have a nose for value: You can parse through the noise to determine what matters most, leveraging data to break down complex, amorphous problems. You can frame options and decisions in ways that help internal and external stakeholders get to outcomes
- You are a great team member: You are collaborative, humble and helpful. You are available to help your teammates when needed and are able to balance your priorities with the overall team's. You're not afraid to try things you've not done before and failing. You thrive on feedback
- Preferred: 1-3 years of experience in customer-facing, highly strategic, operational, and analytical environments e.g. business operations, management consulting, investment banking, private equity, venture capital, or customer success. Experience with SQL or similar query language
What the job involves
- You’ll be in on the ground floor of a company that’s building software that uniquely solves a universal and acute problem within all service organizations. We’re proud of the momentum we’ve achieved with early partners that include many of the most innovative services teams like Stripe, Salesforce, Robinhood, Etsy, TaskRabbit, and CashApp
- The Customer Success Associate role within our Strategic Customer Success team is a hybrid role spanning both customer implementation and longer-term customer success
- This is a very detail oriented, operations-focused role working with our largest, most Strategic “Frontier” customers
- You’ll partner closely with an Implementation Manager and Strategic Customer Success Manager to streamline our implementation process, improve customer conversion, satisfaction, expansion, and retention
- Partner with an Implementation Manager during the Implementation process with our largest “Frontier” customers to:
- Coordinate schedules, meetings, and stakeholder attendance
- Prepare and maintain project plans
- Prepare reporting and analysis on early usage and adoption
- Track and prioritize product feedback
- Manage and nurture influential stakeholders, both internally & externally
- Partner with a Strategic Customer Success Manager post implementation to:
- Create and refine Business Reviews
- Analyze customer usage data to offer best practices and recommendations
- Investigate product questions in partnership with Support
- Document product feedback and partner with internal teams on customer resolution
- Support and drive growth, net revenue retention, and product adoption across our Frontier customer portfolio
- Identify opportunities for us to improve and refine our Implementation and Success process with Frontier customers in the spirit of “Make Enterprise Repeatable”
- Represent the voice of our Frontier customers in our product development
Our take
Assembled's platform helps companies manage and scale their customer support services. Customer service management is just one of the many areas that are being overhauled by digital transformation. Assembled helps streamline cumbersome and error-prone customer support processes - such as planning support rosters, forecasting demand, and evaluating team performance.
Assembled already counts companies like Zoom, GoFundMe and Stripe on its customer books, and finds huge opportunity in key industries like eCommerce and food deliveries that have been seeing massive digital overhauls. Having received significant investment, the company seems set on continued growth, with funds cited to support product development as well as help launch its CX Scholars initiative, that will commit a percentage of revenue to continuing education for support workers.
Kirsty
Company Specialist
Insights
Company
Employee endorsements
Career progression
"At Assembled, because of the companies rapid growth, I constantly feel like I'm working on big, impactful projects that push me way outside of my..."
Funding (last 2 of 3 rounds)
May 2022
$51m
SERIES B
Mar 2021
$16.6m
SERIES A
Total funding: $70.7m
Company benefits
- Equity package
- Insurance coverage
- 401k
- CSA Credit
- Stipend for use at any Assembled customer
- Professional development stipend
- Wellness stipend
Company values
- Act like a support agent - It's a mentality and an operating principle. It means meeting every challenge with rigor, empathy, and efficiency. Doing it because you care. Listening first, solutioning next.
- Get on the plane - We are biased towards action, and don’t wait to pitch in, help out, or to go the extra mile, every time. Sometimes, you just need to get on the plane — literally and figuratively.
- Make feedback a gift - The beauty of Assembled is rooted in the interplay of two traits — our diversity of perspectives and backgrounds and our willingness to give and receive feedback.
Company HQ
Mission District, San Francisco, CA
Articles
Founders
Ryan Wang
(CEO & Co-Founder)Studied at the University of Chicago and worked as a Senior Consultant at The Greatest Good. Previously a Software Engineer at Stripe.
John Wang
(CTO & Co-Founder)Studied Computer Science at MIT and worked as a Freelance Software Developer before joining Stripe.
Brian Sze
(Co-Founder)A Stanford graduate who worked in Investment Banking at RBC Capital Markets. Previously Head of Business Operations at Stripe.
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