Customer Success Associate

**Neon** is a customer experience platform that enables businesses to manage digital signage, overhead music, and other experiential elements through a single, intuitive dashboard. We're looking for a high-energy, committed **Customer Success Associate** at Neon. In this role, you will work closely alongside our Account Managers to guide new customers through onboarding, ensure smooth implementation of Neon’s platform, and support users in configuring their accounts. You will be a vital technical and operational backbone, helping clients navigate our application, troubleshooting setup roadblocks, and ensuring our business partners are positioned for long-term success. **Key Responsibilities** - Help Account Managers guide new business partners through the end-to-end onboarding process, assisting with application setup, CRM integration, and account configuration. - Support users in configuring digital signage, music setups, and platform integrations, ensuring they know how to maximize the value of tools like Canva and connected POS systems. - Respond to customer inquiries via email, chat, and video calls. Calmly, quickly, and strategically troubleshoot technical or operational roadblocks before they become major pain points, escalating complex issues to the engineering team when needed. - Proactively monitor customer account health, maintain accurate CRM records, identify opportunities to increase platform adoption, and help drive renewals and retention. - Partner with Product, Sales, and Support teams by sharing customer feedback, contributing to documentation and FAQs, and continuously refining the onboarding playbook to make the setup experience smoother. **Qualifications** - Strong skills in Customer Engagement and Customer Support, with impeccable email and phone etiquette and the ability to build trust with business partners. - Comfort using SaaS platforms and dashboards. Hands-on exposure to CRMs like Salesforce or HubSpot, and familiarity with ecosystem integrations (e.g., POS systems, design tools, or digital signage) is highly preferred. - Solid analytical and data reporting skills to interpret customer data, track success metrics, troubleshoot issues under pressure, and recommend practical actions. - Native, bilingual, or near-native command of English (C1/C2 level), with the ability to translate complex technical or application setups into simple, user-friendly terms. - Prior experience in Account Management support, Client Onboarding, or Tech Support is a strong plus. **Position Details** This is a full-time, remote position based in Tirana, offering the flexibility to work from home. **Working Hours (Tirana Time):** - **Saturday & Sunday:** 1:00 PM – 12:00 AM - **Monday – Wednesday:** 9:00 PM – 3:00 AM **Please Note:** During your first month, temporary adjustments may be made to this schedule to ensure your onboarding and training process goes as smoothly and easily as possible. Following this initial training period, adherence to the standard working hours listed above is mandatory. Burimi: https://al.linkedin.com/jobs/view/customer-success-associate-at-neon-4429452583

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