About Wellspring
Wellspring Worldwide is the leading provider of software tools to manage technology commercialization and intellectual property. By the numbers, Wellspring maintains >75% market share across the US and Canada, >98% client retention rate, and >30% annual growth.
Our suite of web-based software manages the transformation of scientific discoveries into real-world products. We work with clients to accelerate the pace of innovation at premier research universities, R&D groups at Fortune 500 companies, and leading medical institutions. Wellspring also operates Flintbox®, the largest online marketplace for inventions emerging from research labs around the world.
Job Description
Wellspring believes in positive, lifelong customer relationships, and we seek a Customer Success Associate who believes in the same value. As Customer Success Associate, you will support our clients post-implementation and ensure continued success in their operations. You will proactively communicate with our clients to ensure they receive value from our products. You will become an expert in our product offerings, benefitting from Wellspring’s extensive training programs, and share your knowledge and experience with our clients. Most importantly, you will use your dedication to the customer’s best interest to make Wellspring and our clients successful. This role will be fully remote with the requirement to travel on occasion.
Duties and Responsibilities
Customer Success and Relationship Management:
- Serve as the primary point of contact for clients, addressing any questions, concerns, or technical issues.
- Proactively monitor client usage and engagement, identifying opportunities for additional support or training.
- Build and maintain strong relationships with clients, fostering long-term partnerships.
- Work closely with clients to understand their business goals and ensure our software aligns with their needs.
- Identify upsell and cross-sell opportunities, recommending additional features or services that benefit the client.
- Collaborate with the sales and product teams to ensure seamless communication and support.
Client Feedback and Advocacy:
- Gather and analyze client feedback to identify areas for improvement in our software and services.
- Advocate for client needs within the company, ensuring their voice is heard in product development and service enhancements.
- Participate in customer success reviews, sharing insights and recommendations for optimizing client outcomes.
Reporting and Documentation:
- Maintain accurate records of client interactions, including support requests, feedback, and usage data.
- Prepare regular reports on client satisfaction, engagement, and retention metrics.
- Document best practices and success stories to share with the broader team.
Qualification Requirements
- Education: Bachelor’s degree
- Experience: 5-7 years of experience in technology transfer and/or experience in customer success, account management, or customer support, preferably in a SaaS or technology environment
- Technical Skills: Proficiency in using CRM systems, customer support tools, and SaaS platforms such as Salesforce.
- Communication: Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner.
- Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to addressing client needs.
- Customer Focus: Demonstrated commitment to delivering exceptional customer service and building long-term relationships.
- Ability to work independently and manage multiple client accounts simultaneously.
Preferred Qualifications
- Comprehension / Familiarity with Intellectual Property management, licensing agreements, or Technology Transfer is highly desirable.
- Knowledge of software onboarding and training methodologies.
Working with Wellspring Means
You will be joining one of the most exciting companies in technology transfer; your work will make a significant and immediate impact for our customers, our firm, and the industry. Team members at Wellspring earn a competitive salary and benefit from some amazing perks: health insurance (medical, dental and vision), matching 401(K), life insurance, disability benefits, generous family leave, and more.