Customer Success Associate, Identity Verification (Remote Eligible)

| Washington DC
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Company Overview

ID.me is simplifying how individuals securely prove and share their identity online. With their secure digital identity network, ID.me is doing for identity what Visa did for financial transactions. ID.me empowers people to fully control their own data through a portable and trusted login so they don’t need to create a new password at each site they visit.

The COVID-19 pandemic has accelerated a massive digital migration for many critical services. These services require a trusted identity to ensure an individual is who they claim to be while keeping out fraud. Identity verification that serves only one organization is costly and time-intensive. Separate passwords for each application add to consumer frustration. With ID.me, login and identity credentials move with an individual so they only need to verify once.

ID.me is a federally-certified identity provider at the highest standards NIST has set for consumer identity verification and login. ID.me is one of only four companies in the United States of America certified by the federal government to bind a legal identity to a digital login. 

In addition to providing individuals with complete control over their credentials and data, the company has a “No Identity Left Behind” initiative to expand access and inclusion for all individuals through a video chat verification process. ID.me is passionate about building a robust identity network that does not compromise access for hard-to-identify groups.

Role Overview

The identity verification team manages enterprise partnerships across the healthcare, hospitality, financial services, and employment sectors. This team provides identity verification for a wide range of use cases: from verifying providers who e-prescribe, to identity verification prior to an employment background check, to facilitating hotel check-ins with digital room keys. In short, this team is responsible for creating the identity layer of the internet for the private sector. 

As a Customer Success Associate (CSA), you will assist a Senior Customer Success Manager with strategic initiatives and day-to-day operations for the highest value enterprise accounts. 

The customer success team is responsible for growing existing partnerships through relationship-building, expansion, upsells, and renewals. CSAs are critical to the success of the overall team and supporting key customers.

The ideal candidate is highly self-motivated and self-directed. You identify opportunities and solve problems while acting as an advocate for internal stakeholders. You’re highly organized with a demonstrated ability to implement and develop new, more efficient processes. You thrive in a fast-paced, dynamic environment where you are tasked with handling a variety of organizational and analytical tasks. You embrace ambiguity and excel when given an end goal and the autonomy to figure out how to get there.

Responsibilities
  • Collaborate with your Sr. Customer Success Manager to deliver best-in-class customer support and service while strategically scaling the partnership. 
  • Collaborate cross-functionally with our Product, Member Support, Sales, and Marketing teams to drive process improvements across the organization
  • Support ongoing change management efforts by documenting new processes, workflows, and drafting downstream training materials and/or communications 
  • Manage client reporting and creation of quarterly business reviews with clients. 
  • Directly manage a small number of client accounts. 
  • Maintain detailed weekly updates on the status of all ongoing projects 
  • Ensure all stakeholder needs are met, solving issues at the lowest level and knowing when to escalate
Ideal Qualifications
  • Bachelor's degree
  • 2-5 years in a people-facing role (hospitality, healthcare, customer service, sales, etc.)
  • Sales-Minded. You look creatively and strategically at how to scale a partnership and improve client experience.
  • Relationship Builder. You are highly skilled at building and maintaining relationships internally and externally to help drive the business forward.
  • Analytical. You have strong quantitative and analytical skills with the capacity to build convincing, data-driven proposals. You present ideas in a digestible way that excites customers. 
  • Collaborative. You are an independent thinker but collaborative partner, working across several departments to solve cross functional problems for clients.
  • Coachable. You have an owner mentality and an entrepreneurial spirit matched with a healthy dose of humility. You have a growth mindset and unmatched work ethic.

Note that candidates must be located in the continental U.S.

ID.me Covid Vaccination Requirement

ID.me has a mandatory vaccination requirement where not prohibited by applicable federal or state law.

All current and future employees are required to receive their COVID-19 vaccinations, unless a reasonable accommodation is approved. Employees not in compliance with this policy will be placed on leave and will be terminated if no valid reason for not getting the COVID-19 vaccine is provided.  

Purpose: In accordance with ID.me's duty to provide and maintain a workplace that is free of known hazards, we are adopting this policy to safeguard the health of our employees and their families; our customers and visitors; and the community at large from COVID-19 that may be reduced by vaccinations. This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities, as applicable.

Reasonable Accommodation: Current and future employees in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must submit a completed Request for Accommodation form to the human resources department to begin the interactive accommodation process as soon as possible after vaccination deadlines have been announced (September 13th) and an offer of employment has been made. Accommodations will be granted where they do not cause ID.me undue hardship or pose a direct threat to the health and safety of others.

Vision: To be the world's leading digital identity network empowering people to control their own information and to prove their credentials across all channels: online, call center, and in-person.

Mission: To make the world a more trusted place by delivering the highest level of security with the least amount of friction at the lowest possible cost.

People: We have an audacious mission. We aim to fix the identity layer of the internet. Billions of people will live better lives with more trust and convenience thanks to ID.me. We are like Special Forces. We take on the most difficult challenges with amazing teammates. 

ID.me Core Values: *Don't be a jerk. *Always compete. *Ask questions like a 5-year old. *Inspire people with your passion. *Make something better every day. *Treat each customer like your favorite family member. *Own your mistakes so you can learn from them. *Details are everything. *Communicate like a scientist. *Be truthful (even when it's hard). *Reflect ID.me's values in your actions. *Act like an owner.

ID.me Career Site & Culture Deck: https://www.id.me/careers

ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.
 
Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.
 
ID.me participates in E-Verify.

More Information on ID.me
ID.me operates in the Cloud industry. The company is located in McLean, VA. ID.me was founded in 2010. It has 1600 total employees. To see all 78 open jobs at ID.me, click here.
Read Full Job Description
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Similar Jobs

Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView ID.me's full profileFind similar jobs