Poppulo is hiring a

Customer Success Associate

Remote

Introduction  

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company? 

We at FWI and Poppulo have come together to create the market’s most comprehensive omnichannel employee communications platform with unmatched personalization, measurement capabilities, and class-leading space management solution. For the first time, organizations can instantly connect with every employee -- both disconnected and connected -- wherever they work, through a single omnichannel platform. 

The combined business currently serves 6,000+ customers, connecting with and serving content to over 35 million employees in more than 80 countries.  

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/Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive. 

The Opportunity 

FWI | Poppulo 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 | Poppulo executives and leaders of other departments. This role has a significant impact on the customer experience with FWI | Poppulo 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 client 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. 

Key Responsibilities

  • Address majority of 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 projects and product deliveries  
  • Assist in estimating new projects or changes to project scope  
  • Provide input to client forecasting for revenue and resource planning  
  • Continually seek out opportunities to increase customer satisfaction and deepen client relationships.  
  • Drive clients toward contract renewals through effective relationship management  
  • Identify opportunities for improvement, make constructive suggestions for change, and positively contribute to client operations.  
  • Working closely with the Customer Success Executives and/or other members of the Customer Success team to determine and implement needs as required by evolving process strategy and client scope  
  • Provide weekly detailed status reports where applicable  
  • Identify sales opportunities for account growth and retention 
  • Contribute to team building and knowledge sharing opportunities

Our ideal candidate will also have

  • Strong written and verbal communication skills
  • Strong analysis and problem-solving skills
  • Ability to learn custom software packages and products quickly
  • Demonstrated ability to communicate effectively using both oral and written skills both 

Why Us? 

  • A “Great Places to Work” listed company – so we really do value people 
  • Ability to meaningfully impact our business and play a key role in our success 
  • Flexible PTO and 10 days paid leave. 
  • Competitive compensation package 
  • Potential for career advancement in a fast paced growing organization
  • Competitive Medical, Dental, and Vision Benefits and Monthly contributions to your Health Savings Account 
  • 401k with Employer Match  
  • Fun, flexible working environment 
  • Maternity, Parental, Adoption and Bereavement Leave. Funding towards adoption costs.  
  • Life Insurance 

Who We Are 

We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients and culture. We offer a dynamic environment with driven, fun and flexible individuals, who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that’s on the move. 

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020 and 2021 , we are one of the fastest growing technology companies in Ireland, with additional offices in the US and UK.  

This is an opportunity to contribute to our culture and join a company that’s on the move. We live the FWI|Poppulo company values each day and they are key to everything we do.  

“Bring Your Best Self”, “See It”, “Own It”, “Solve It”, “Better Together”  

FWI|Poppulo is an equal opportunity employer. 

We disclose your personal information to our private equity sponsor, Vista Equity Partners, and its affiliates, including Vista Consulting Group (collectively, “Vista”), for administration, research, database development, workforce analytics and business operation purposes, in line with the terms of this Privacy Policy. Vista processes and shares your personal information with its affiliates, including other Vista portfolio companies, on the basis of its legitimate interests in managing, administering and improving its business and overseeing the recruitment process and, if applicable, your employment relationship with Four Winds Interactive LLC. If you have consented to us doing so, we also share your personal information with other Vista portfolio companies for the purpose of being considered for other job opportunities in the pooling system, both inside and outside the EEA. Please find a full list of all Vista portfolio companies at: https://www.vistaequitypartners.com/companies/ and Vista’s privacy policy at https://www.vistaequitypartners.com/privacy/. Where this requires us to transfer your personal information outside of the EEA, please refer to the FWI  Privacy Policy for further details on cross-border transfers. In connection with the recruitment process, your personal data may be transferred outside of the EEA to iCIMS and/or Greenhouse, Hirebridge, LLC and Criteria Corp., which provide applicant tracking and evaluation services. Hirebridge, LLC and Criteria Corp. have agreed to comply with the EU Standard Contractual Clauses to ensure that your personal information is adequately protected whilst outside of the EEA.