Customer Success Associate

Antera Software offers powerful, cloud-based software solutions for suppliers and distributors in the promotional products, print, and signage industries. Our platforms for order and production management and eCommerce are built with connected workflows, integrated third-party solutions, and customizable features to help you run your business more effectively. We are a family-owned company based in Plano, Texas, dedicated to innovation and providing exceptional support to our global client base.

The Customer Success Associate is responsible for the operational health of our customer success department. Your mission is twofold: to provide administrative and tactical support for our Tier 1 enterprise accounts and to independently manage a portfolio of Low-Touch (SMB) accounts. You will become an expert in the Antera platform, ensuring our data is clean, our meetings are scheduled, and our customers are receiving the right automated resources at the right time.

• Q  Logistics:
  Coordinate and schedule Quarterly Business Reviews (QBRs) between Antera executives and client stakeholders.
• Documentation:
  Capture meeting minutes during strategic sessions and track "Action Items" to ensure no client request falls through the cracks.
• CRM Integrity:
  Ensure our CRM (Hub Spot/Salesforce) is the "Source of Truth" by updating account health scores, contact information, and contract dates.

• Email Campaigns:
  Manage the distribution of automated "Success Plays" - such as monthly newsletters, new feature announcements, and webinar invitations.
• Low-Touch Management:
  Act as the primary point of contact for smaller accounts, providing them with the resources and videos they need to be successful without requiring high-intensity 1-on-1 consulting.
• Knowledge Base Support:
  Assist in creating "Help Center" articles and video tutorials based on common questions you see from the user base.

• Ticket Analysis:
  Monitor incoming support tickets for your assigned accounts to identify patterns.
• Feedback Loop:
  Categorize and report on "Feature Requests" coming from the client base to help the Product team prioritize the roadmap.

• Shadowing:
  Attend high-level strategy calls with Senior CSMs to learn the Antera Way of consulting.
• Certification:
  Complete internal training milestones on ERP workflows, Webstore configurations, and industry-specific business logic.

• Education:
  
  Bachelor's degree (new graduates are encouraged to apply) or similar experience in a customer-facing role.
• Technical Aptitude:
  You don't need to be an engineer, but you should be the person your friends ask for help with their tech.
• Administrative Excellence:
  You are "obsessively organized." You enjoy checklists, clean data, and clear schedules.
• Communication:
  Clear, concise writing skills and a professional phone/video presence.
• Adaptability:
  The ability to pivot between supporting a Senior CSM and managing your own small account.

• Experience:
  
  Internship or 6 months of experience in a professional office setting or retail management.
• Software:
  Experience with G-Suite, Microsoft Excel (basic formulas), and any CRM platform; familiarity with Quick Books Online (QBO) is a plus.
• Industry Knowledge:
  Familiarity with the promotional products industry (ASI/PPAI) or print/signage industry is a major plus.
• Competitive salary and performance-based bonuses.
• Comprehensive medical, dental, and vision insurance.
• 401(k) matching and financial wellness programs.
• Paid Time Off (PTO) and company holidays.
• Dedicated budget for training and professional development, including funding for certifications.