Customer Success & Support Associate

Position Overview

This position operates within a dual reporting structure. The Deputy Director, Consulting & Training Services serves as the administrative supervisor of record, with responsibility for performance evaluation, time-off approval, and all HR-related matters. Day-to-day work direction is provided by the Product Manager, who assigns priorities, directs workflow, and contributes performance input to the Deputy Director as part of the annual review process. The role combines reactive customer support (primary) with proactive customer success activities (secondary) — answering inquiries, fulfilling and shipping orders, troubleshooting issues, and proactively supporting customers to drive product adoption, reduce barriers to use, and strengthen renewal rates. Customer success duties are performed during available capacity between support activities.

About the Company

Empower Community Care is the leading global behavioral health organization responsible for developing and distributing evidence-based programs and technologies to help at-risk youth and their families. Our family of organizations includes BSFT, The Carey Group, Evidence-Based Associates (EBA), FFT LLC, MST Services, Orbis, and The Incredible Years ().
The Carey Group (CG) is a national consulting and publishing firm that equips justice system and behavioral health professionals with knowledge, skills, and tools to improve client outcomes through staff training, organizational consulting, and evidence-informed intervention tools.

Essential Duties and Responsibilities

Customer Support (Primary)

These duties take priority. Customer success work is performed during available capacity.

• 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)

Calendar-driven duties batched during slower support periods. Templated emails and AI-assisted tools support efficiency.
Onboarding & Welcome

• 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.

Ongoing Engagement & Usage Monitoring

• 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.

Renewal Outreach

• 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.

Retention & Customer Satisfaction

• 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.

Templates & Tracking

• 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.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Compensation

The Carey Group offers a competitive base salary commensurate with experience, plus a comprehensive benefits package. The posting range for this position in the Atlanta, GA metro area is:

Hourly Equivalent (Non-Exempt)

~$22.12 – $24.04 / hour

Final compensation will be determined based on the candidate’s experience, demonstrated customer success skills (renewal management, CRM proficiency, structured outreach), and overall qualifications. The salary range was developed using current Atlanta-area benchmarks from the U.S. Bureau of Labor Statistics (Occupational Employment and Wage Statistics) and other reputable compensation sources for hybrid Customer Support / Customer Success roles.

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

The Carey Group and Empower Community Care are equal opportunity employers. We do not discriminate in hiring, retention, promotion, compensation, or any other employment decision on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age (40 or older), disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.

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