Customer Success Associate

Position: Customer Success Associate

Location: This position will be fully remote with the opportunity to travel and work in person with our internal team and our clients. CA or NY preferred.

About The Company & Team:

Founded in 2015, Julius is the leading influencer research, talent management, and campaign analytics platform. We empower brands, agencies, publishers, and media companies to run influencer marketing in-house with our intuitively designed, data comprehensive platform. Julius is a part of Triller Inc., a Los Angeles-based revolutionary AI-powered open garden platform pairing music and culture with sports, fashion, entertainment, and influencers through a 360-degree view of content and technology.

About the Position:

We are looking for a client-facing, results-driven, organized Customer Success Associate to operate alongside the Account Management team and foster adoption of the Julius platform and existing customer account growth. Our Customer Success Associate will join our fast-paced team to develop further in their customer relations career. Our ideal candidate will operate with integrity, accountability, and diligence while they assist our clients with technical training, customer consultation, and service requests. Accounts range from enterprise clients to entry-level packages within sports, entertainment, media, consumer goods, and hospitality industries. Alongside your responsibilities at Julius, our Customer Success Associate will engage with all sectors of Triller Inc. We are looking for a candidate who is eager to gain valuable customer success skills and the ability to serve diverse customer needs across a variety of use cases. An ideal candidate is hungry to learn, proactive in sharing new ideas, ambitious, and relentlessly pursues their goals while supporting our products across Triller both internally and externally.

Key Responsibilities:

• Serve as the primary point of contact for any platform-related questions on our Julius and Amplify.ai products filed by customers via the Julius Help Center and/or via email.
• Serve as the support point of contact for platform bugs, relaying relevant information to internal teams, and delivering timely solutions to clients.
• Collaborate with other members of the Account Management team on solutions that drive customers to adopt current and new Julius features, with a goal to increase stickiness among Julius’ user base.
• Lead onboarding sessions with new and existing clients to ensure feature comprehension and ease of customer use.
• Project manage customer’s research requests, leveraging internal resources to ensure needs are met for optimal customer satisfaction.
• Maintain an in-depth understanding of the product, and actively seek out opportunities to learn more about both Julius and Triller’s other technology solutions (Amplify.ai, the Triller app) when available.
• Collaborate cross-functionally with Product, Engineering, and Sales to drive product roadmap and feature enhancements, as well as upsell opportunities.
• Maintain effective communication with the Account Management team to mitigate client churn.

Relevant Experience and Skills:

• 1-2 years of experience in a customer-facing or related position
• Proficient user of Zendesk, JIRA, Salesforce or comparable platforms is preferred
• Client-facing background in digital marketing, SaaS, advertising, public relations, or related fields preferred

Who are we looking for?:

• Self-starter with excellent written and verbal communication skills
• Strategic thinker looking to bring customer feedback to life with exciting new product solutions
• Process-oriented individual with the ability to make data driven decisions 
• Enthusiastic team player with accountability and determination

NOTE: If you would like to apply for this role please email iburridge@triller.co with your resume.