Associate Customer Support Manager

At NAVEX, we're making the world a better place. A safer place. A more ethical place. A place where anyone, anywhere can have a voice. That's a serious impact.

In this role, your primary responsibility will be to create positive, meaningful engagement with our customers. Gaining the confidence and trust of your stakeholders through active listening and problem-solving will be critical to your success. You will work with our at-risk customers to reduce churn for our non-Customer Success Management (CSM) customers and ensure our customers are happy and ready to renew.

At NAVEX, you will work in a hybrid role and thrive alongside an engaged and collaborative team invested in supporting your success!

What you'll get:

• Career growth. With market-leading training, an opportunity to learn and experiment with AI, and an unwavering commitment to owning your career plan, you can grow your career to new heights.
• Real rewards. We offer competitive and transparent pay practices, top-of-the-range wellbeing programs, and brilliant opt-in benefits. Because we believe companies should offer more than just a salary.
• Meaningful purpose. Our products and solutions have real-life impact on people and organizations across the globe. Our innovations make a difference.
• Life flexibility. We want you to bring your best self to work every day. We understand that you can only do that with quality time to care for yourself, your loved ones and your community.
• An inspiring culture. Find yourself surrounded by leaders that care, invested teammates, and like-minded groups where you'll feel at home.
• Industry leadership. Play your part in a fast-growing organization known for excellence, profitability, and stability.

What you'll do:

• Develop and implement strategies to retain non-CSM customers and reduce churn across existing NAVEX solutions, ensuring they're happy, healthy and ready to renew their contracts
• Create personalized engagement plans to address the unique needs of different customer segments
• Collaborate with sales, marketing, and customer support teams to align efforts and maintain a consistent customer experience
• Share customer insights to inform product development and marketing strategies
• Encourage and foster customer advocacy through testimonials, case studies, or marketing initiatives
• Identify customers who may serve as references or advocates
• Ensure customers have the knowledge and resources to maximize the value of their products or service
• Develop a deep understanding of customer needs, preferences, and challenges
• Identify opportunities for upselling or cross-selling
• Advance NAVEX's goals and operational effectiveness by learning and using AI-based tools

What you'll need:

• 5+ years of experience in a customer service or support role
• Proficiency in Windows and Microsoft Office
• Strong technical aptitude with general understanding of website functionality and related technologies
• Ability to learn and assimilate new information quickly
• Ability to independently evaluate and define customer and system needs
• Ability to work within a close-knit team environment, fostering valued internal and external relationships to achieve results
• High level attention to detail with excellent planning, follow through, reliability and organizational skills. Will need to be able to define and deliver on priorities with effective time management
• The desire to learn, explore and experiment with AI tools
• A commitment to ethical and inclusive use of AI in our hiring and workplace practices
• The ability to drive results through your job competencies of effective communication, product and industry knowledge (service), and service-oriented problem solving while leveraging NAVEX's core values

Our side of the deal:

• We believe everyone deserves to see their path forward, and the steps in place to achieve their career and financial goals.
• The starting pay rate for this role is $60,000 per annum.
• Pay progression based on your performance.

We're committed to helping you thrive in all aspects of your life. Our pay programs are just one element of this. Check out NAVEX's career page to find out more information.

We're an equal opportunity employer, including all disability and veteran status.