Customer Success Associate

Awaken

Awaken is looking for a passionate self-starter to join us as the Customer Success Associate, focused on operationalizing Awaken’s industry-leading diversity, equity, and inclusion education programs.

***ABOUT THE COMPANY***

Over the past 3 years, Awaken has experienced unbelievable growth partnering with clients in various industries from tech, media, to nonprofits, delivering interactive diversity, equity, and inclusion workshops that go beyond checking boxes. We’re proud to say we’re one of the leading education programming providers widely recognized and recommended across the globe.

Our vision, albeit always evolving with each new person, involves fundamentally changing the way DEI (diversity, equity, and inclusion) is discussed in and outside of the workplace. We envision a world where developing high performing teams and creating a more equitable world happen simultaneously because we know one depends on the other. We envision a world where every aspect of the workplace, not just in “diversity workshops,” operates with an inclusive and equitable mindset. We plan to scale our impact through continuing to disseminate real, authentic, and actionable content within and beyond our workshops. Our long term vision aims to build multiple impact divisions within Awaken: impact for the workplace (where we are now), youth activism, and digital media.

***ROLE DESCRIPTION***

As a Customer Success Associate at Awaken, you’ll partner with Customer Success Managers to operationalize Awaken customer programs across organizations of all sizes and industries by:
- Being the point of contact for workshops logistics, project management, and communications for both clients and facilitators
- Finalizing staffing decisions for workshops based on client needs, facilitator availability, and other key factors that may impact the success of the workshops
- Collaborating with the Curriculum team to prepare workshop materials for facilitators and clients
- Delivering business insights through post-workshop reports and analytical projects for both internal and external audiences at the senior leadership level
- Following up with internal and/or external stakeholders on scheduled project deliverables
- Continuously refining the internal processes and systems to build a world-class Customer Success function

In your first 30 days, you will get to...
- Learn key internal systems and processes, Awaken core programs, company goals and priorities
- Shadow customer meetings
- Connect with all Awaken facilitators
- Lead the preparation of workshop materials and insight reports with guidance

***WHAT WE ARE LOOKING FOR***

Minimum Qualification:
- Direct role experience: Minimum 2 years working in customer success and/or project management roles
- Problem structuring & solving skills: Able to independently chart a path forward when a problem or need presents itself; come to the table with ideas to solve problems; demonstrate an entrepreneurial approach to recognizing needs, solving problems, anticipating issues, and developing solutions
- High attention to details: Manage projects and create deliverables with high level of accuracy; thoroughly assess and factor client and project details into decision making; acutely organized with information, documents, and processes
- Ability to multitask: Handle multiple projects with enthusiasm, flexibility, and organization; able to context switch constantly without losing sight of project details or the bigger picture; manage concurrent project deadlines, prioritize effectively to maximize value delivered, and communicate clearly with team
- Basic analytical skills: Enthusiastic about digging into our customer and program data and making recommendations to improve our offerings; identify gaps in problems and develop solutions to further understanding of the topic
- Teamwork skills: Collaborate with multiple stakeholders effectively to achieve goals as a team; demonstrate proactive accountability by managing tasks to completion as promised and communicate when additional information is needed
- Familiarity with Google Suite: Can navigate through key functions in Google Sheets, Slides and Docs quickly and independently, e.g. formatting, creating charts and tables, using formulas (e.g. AVG, IF, SUM) and pivot tables for simple analysis; know how to learn new functions through self-study and/or decoding readily available materials
- Commitment to Diversity, Equity, Inclusion: Passion for and foundational knowledge around equity, inclusion, and social justice

Preferred Qualification:
- Experience working with growth-stage startups or corporations in the tech or media industries
- Experience creating storylines and visuals using Google Slides or PowerPoint decks
- Familiarity with project management tools, e.g. Asana, Zapier
- Able to derive business insights from quantitative and qualitative data
- Understanding of basic statistical concepts (e.g. correlations, confidence level)

***INTERVIEW PROCESS***
All applicants will go through the following interview process:
- Online application: http://bit.ly/38c7lV4
- Virtual video screens
- Take-home assignment
- In-person interview
- Reference checks
- Offer

Job URL: 
https://www.visionawaken.com/customer-success-associate

Opportunity type

Full-time

Experience

Experienced (Non-manager)

Job function

  • Entrepreneurship
  • Project/ Program Management
  • Sales/Business Development

Areas of impact

  • Private Sector
  • Equality