Customer Success Associate

Guideline is looking for a Customer Success Associate to join the Customer Success team!

Candidates can reside in CO or WA. 

This team member will work 9am to 5:30pm Pacific Time Zone, Monday to Friday – this might be subject to change throughout the year.

What Will You Be Working On
This is the perfect opportunity for someone who loves to troubleshoot and assist others with finding the best solution.

You may not know what the answer is, but you will put in the effort and will stop at nothing to get to the bottom of things! You prioritize your workload and know nothing but Inbox Zero. 

Most of all, you enjoy working with others and excel in building relationships!

• Support customers with multiple channels, including: email and phone
• Customers you will be supporting are the plan participants, meaning the employees of the company that are enrolled in the 401(k) benefit
• Daily management and organization of product tools such as Confluence, Jira, and Salesforce.
• Be the go-to person once plan has signed up - handling any questions and educating participants
• Ensuring that our customers are supported and satisfied
• Act as the voice of our customers - identify trends and gaps based on communication and feedback from customers
• Collaborate interdepartmentally with sales, engineering, operations, and our in-house financial planners in order to troubleshoot and help customers
• Report to Customer Success Manager

The Team
Customer Success makes sure that our customers have a great user experience. 

We are a highly collaborative group and work closely with the Client Development and Customer Operations teams. 

The company relies on us to maintain customer satisfaction and high retention rate.

What We’re Looking For

• Undergraduate Degree
• 2+ years of experience in a customer-facing role, preference for B2B experience
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Well-organized, with a high attention to detail, you are a resourceful problem solver and can manage multiple work streams
• You have excellent computer skills, including a high degree of proficiency in G-Suite, SFDC or other CRM tools, and Slack
• You like a fast-paced environment and are not afraid to go the extra mile to get the job done right

More About Guideline 

Everyone should have a simple, affordable way to save for retirement. At Guideline, our plans are low cost and highly automated. This makes it easy for companies to offer a valuable benefit—and easy for people to invest in their financial future with confidence.

Offer Package 

The expected Salary for this position is $65,000 annually. Compensation is determined by numerous factors such as your qualifications, experience, and work location.

Additional benefits:

• Flexible vacation policy
• Company equity
• 401(k) with matching contributions
• 100% paid employee insurance coverage
• Annual learning and development stipend
• Parental leave
• Sabbatical after 5 years of employment

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Employment open to residents of CO and WA. Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline's Privacy Policy for information about our privacy and security practices.

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