Customer Success Advocate

2 months ago

San Diego, United States Zego Full time
About the role:

The Customer Success Advocate is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction for our top 600 customers. The CSA should always strive to go the extra mile to encourage client retention and is responsible for providing a high level of client satisfaction. To be successful, the CSA must have an in-depth knowledge of company products, services, partner integrations, client business practices and possess effective communication skills with a genuine desire to understand the client's business and provide value through actionable insights.

What you'll do here:
  • Proactively identify and escalate at risk clients and product issues.
  • Conduct quarterly business reviews with assigned clients.
  • Ensure 95% call to action compliance.
  • Provide a high level of actionable insight and data analysis to provide value for our customers.
  • Participate in all team meetings and provide process enhancement feedback while evangelizing the culture and spirit of teamwork.
  • Demonstrates an increasing level of knowledge and comprehension of Zego products and partner integrations.
  • Participate in POD and attend Sprint review meetings .
  • Accurately documents and updates client records, support notes and interactions within the various software systems (Salesforce, Jira, etc).
  • Ensures compliance with Zego specifications and Vista best practices while following established policies, procedures and workflows.
  • Consistently meets personal/team goals and quotas.
  • Develop and manage client portfolios for top 600 clients.
  • Sustain business growth and profitability by maximizing value.
  • Analyze customer data to improve customer experience.
  • Hold product demonstrations for customers.
  • Evaluate and improve tutorials and other communication infrastructure.
  • Mediate between clients and the organization.
  • Escalate customer requests and complaints as needed.
  • Minimize customer churn.
  • Aid in product design and product development.
Skills & Requirements
About you:
  • Experience with Salesforce (or other comparable CRMs), support, ticketing software systems and best practices.
  • Proven ability to work in a fast paced, team centered work environment
  • Prior experience in SAAS, multifamily, HOA or proptech.
  • Technical aptitude and ability to identify alternative solutions to customer issues.
  • Ability to handle multiple, critical, high priority issues with a sense of urgency .
  • Proficiency with Google Suite Products.
  • Excellent communication- verbal, written, interpersonal with strong active listening skills.
  • Ability to demonstrate effective problem solving skills and strong client orientation.
  • Detail-oriented and dependable, with a positive and inquisitive attitude.
  • Ability to multitask, prioritize, and collaborate with cross functionally.
  • Exhibit a high degree of self-motivation, drive and a proactive nature.
Bonus points if you:
  • Bachelor's degree or higher
  • Three to five years of experience in a customer success role
  • Real Estate industry experience
  • A track record of providing excellent customer advocacy
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