Wellspring Worldwide

Assist customers with onboarding, support, and product adoption to ensure successful engagement and retention. | Bachelor's degree or equivalent experience, strong communication skills, problem-solving abilities, and familiarity with SaaS or CRM tools. | Position Summary The Associate Customer Success Associate (CSA) plays a vital role in supporting enterprise customers throughout their lifecycle. This role is ideal for individuals who are passionate about customer service, enjoy problem-solving, and thrive in collaborative environments. As a CSA, you will work closely with customers to understand their needs, guide them through onboarding and product adoption, provide ongoing support, and ensure they achieve meaningful outcomes with our platform. You will also partnered with internal teams to resolve issues, drive engagement, and strengthen long-term customer relationships. Key Responsibilities Customer Onboarding & Adoption Assist new customers with onboarding, platform setup, and user training to ensure a smooth start. Educate customers on product features, updates, and best practices to maximize value and adoption. Track customer usage and engagement to identify risks, opportunities, and areas for improvement. Account Management & Customer Support Serve as primary point of contact for assigned customers, responding promptly to inquiries and requests. Monitor customer satisfaction, gather feedback, and proactively address concerns to support retention. Maintain accurate records of customer interactions, account status, and feedback in CRM and success tools. Cross-Functional Collaboration Work with Sales, Support, and Product teams to troubleshoot issues and escalate them when necessary. Support renewal processes and help identify potential upsell or cross-sell opportunities. Provide data and materials for customer success plans and participate in internal or customer-facing reviews as needed. Promote customer awareness of new features, enhancements, and recommended workflows. Qualifications Bachelor’s degree preferred, or equivalent work experience in customer service or a related field Strong communication and interpersonal skills with the ability to build positive customer relationships Excellent problem-solving abilities and attention to detail Ability to prioritize tasks in a fast-paced, dynamic environment Enthusiastic, self-motivated, and eager to learn Preferred Familiarity with SaaS applications or enterprise customer environments Experience using CRM or customer success tools (e.g., Salesforce, HubSpot, Gainsight) Exposure to customer onboarding, support, or training activities

Lead feature definition, backlog management, and release planning for the Accolade platform, ensuring alignment with business goals and stakeholder needs. | Experience as a Product Owner or similar role in enterprise software, strong stakeholder management, and familiarity with agile methodologies. | Job Summary We are seeking a dynamic Product Owner to lead feature definition, backlog management, and release planning for our Innovation Management Platform, Accolade. The ideal candidate will be adept in overseeing the end-to-end product lifecycle, ensuring that our solution not only meets but surpasses customer expectations. You will be the key liaison between Product Managers, Engineering, Services and customers, translating complex business needs into robust and scalable product features. With a focus on enhancing and streamlining the capacity for innovation management processes within our software, you will drive innovation and maintain the highest standards of product quality. Essential Functions: Craft and clearly communicate Product Backlog Items, ordering and refining them to ensure value maximization. Champion a transition from text-based requirements to visually communicated product requirements driven by AI-assisted prototyping tools. Facilitate transparency, ensuring that the Product Backlog is visible and understood by all stakeholders. Engage with the Product Manager, representing the market and business needs within the Product Backlog. Translate business objectives into detailed product requirements and user stories that align with our strategic vision. Manage the product backlog, refining and prioritizing features to ensure timely delivery of product enhancements. Lead agile-like rituals related to backlog grooming, prioritization, and demos, fostering a collaborative environment that encourages ownership and accountability. Support internal services and customer facing teams during milestone build validation cycles by clarifying stories, reviewing build outputs, and ensuring alignment with business expectations. Support quality assurance by validating acceptance criteria, participating in triage, and ensuring test coverage reflects business intent. Serve as a subject matter expert and content provider for internal training and technical writing teams. Define and analyze metrics that inform the success of the product with the Product Manager and iterate accordingly. Serve as the primary point of contact for stakeholders, providing clear communication and aligning product vision with business goals. Qualifications: Bachelor's degree in business, IT, or related field; or equivalent practical experience. Proven experience as a Product Owner or similar role in enterprise software development, it’s a bonus if there is prior experience with product development, innovation management and project management systems. Strong understanding of software development methodologies (waterfall, agile, and hybrids) and the ability to adapt in a fast-paced, evolving environment. Excellent communication and stakeholder management skills. Demonstrated ability to work independently as well as part of a collaborative team. Critical thinkers with a focus on problem-solving and continuous improvement. Passion for delivering high-quality products that meet the nuanced needs of intellectual property management.