Customer Success & Support Associate

Position Overview

About the Company

Essential Duties and Responsibilities

Customer Support (Primary)

• Respond to customer inquiries and complaints in a timely, professional manner; route customers appropriately and create a welcoming experience.
• Provide primary telephone coverage and excellent customer service to customers and staff.
• Manage and maintain the contact database, ensuring accuracy and completeness.
• Manage product inventory in office and through third-party vendor; package and ship products to customers and staff.
• Process and manage customer orders through Customer database and Shopify.
• Prepare and follow up on customer estimates, invoices, and overdue payments.
• Troubleshoot and provide software application support to customers.
• Create and review surveys for Carey Group trainings and projects.
• Perform other duties as assigned to ensure quality service to staff and clients.

Customer Success (Secondary — Performed During Available Capacity)

• Send welcome emails to new customers across all product lines (TOD Subscriptions, eGuides/eBITS, physical products), including relevant cheat sheets and setup resources.
• Schedule and conduct onboarding calls with new subscription customers to review available implementation support.

• Review customer usage and subscription data at defined intervals (30, 60, 90+ days post-purchase) and proactively reach out when usage is low or barriers are identified.
• Conduct brief check-in emails and calls throughout the customer lifecycle using approved templates; document key notes for follow-up.
• Target proactive customer touchpoints per month (calls and emails combined), prioritized by subscription type and recency of purchase.

• Execute structured renewal outreach beginning 120 days before license expiration, escalating from email to personal calls at the 60- and 30-day marks.
• Track renewal pipeline and flag at-risk accounts to the Product Manager.

• Recognize loyal customers and communicate available discounts or additional product offerings at appropriate intervals.
• Manage customer satisfaction surveys at post-purchase, mid-cycle, and annual milestones; share results with the Product Manager.

• Maintain and use standardized email and call templates for each lifecycle touchpoint.
• Track customer success activities and outcomes (renewals, additional purchases, survey responses); provide periodic summary reports to the Product Manager.

Knowledge, Skills, and Abilities

• Excellent written and verbal communication skills, with comfort conducting outbound customer outreach by phone and email.
• Strong problem-solving and triage skills; able to manage support tickets through their full lifecycle and partner with internal product and development teams to resolve complex issues.
• Excellent time management and the ability to balance reactive support work with proactive customer success activities.
• Highly detail oriented, well organized, and able to manage competing priorities while working effectively within a dual reporting structure.
• Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint, SharePoint, Teams).
• Previous software application support experience preferred; familiarity with CRM, help desk tools (e.g., Zendesk, Freshdesk), or AI-assisted communication tools is a plus.

Credentials and Experience

• Bachelor’s degree and/or substantial previous office environment experience.
• Experience in a customer-facing role with outbound communication responsibilities preferred.
• Must maintain a valid state driver’s license.

Physical Requirements & Work Environment

• Occasional lifting/carrying of 20 pounds or more.
• Occasional travel of up to 10% of work time.
• Prolonged sitting and use of PC/computer and telephone; frequently required to stand, walk, sit, bend, talk, and hear.
• Close vision required.

Compensation

Employment Terms & Pre-Employment Conditions

• Employment with The Carey Group is at-will, meaning either the employee or the employer may end the employment relationship at any time, with or without cause or notice, subject to applicable law.
• Employment is contingent upon successful completion of a background check and E-Verify employment eligibility confirmation, as required by Georgia law.

Equal Employment Opportunity

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