Sr. Customer Success Advocate

2 months ago

Irving, United States LineLeader Full time
About LineLeader

We're on a mission to help childcare centers thrive. Our software platform simplifies marketing, registration, payment processing, and operations for early education, childcare, and after school care programs so staff can spend time on their most important job: taking care of the children and families in their care. We're passionate about building the team and technology that powers the childcare industry. And we're looking for smart, creative, and entrepreneurial team members who want to be a part of something amazing and have fun along the way. Plus, we're big on professional development and putting you on a path to success. We were recently awarded the Bronze Stevie® for Great Employers and the SaaS Awards for Best SaaS Education Product.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

The Role

The Sr. Customer Success Advocate (CSA) is the key partner helping a curated book of enterprise-level customers achieve their strategic objectives and extract maximum value from their investment in our products. Customer Success Advocate's own the relationship, drive adoption, retention, and expansion of our products and services by being a trusted advisor to our customers. They are product experts and are able to leverage our product to create positive business outcomes for their customers. CSA's accomplish this by being empathetic and seeking to understand our customers' challenges and needs, responding with a problem solving mindset. By relying on past experience, business acumen, and technical aptitude, CSAs are the driving force that enables our customers to unlock their platform potential. Additionally, the CSA serves as the liaison between us and the customer - facilitating collaboration with Product, Engineering, Sales, Professional Services, and others to be the voice of the customer within our company.

Responsibilities
  • Lead post-sales activities on a portfolio of the most strategic customers through strong relationship-building, product knowledge, planning, and execution.
  • Ability to completely own all aspects of an account, from renewal to health to CRM maintenance
  • Ability to recognize, understand and translate technical problems to find solutions for customers' value requirements.
  • Can speak and present to any audience within an organization on business goals, performance, and value.
  • Retain long-term relationships through advocacy by providing value throughout the customer partnership - be a trusted advisor.
  • Excellent time management skills with the ability to track numerous details and competing priorities.
  • Prepare and present impactful and engaging Executive Business Reviews (XBR)
  • Analyze data independently to discover insights that drive operational recommendations.
  • Identify risks, KPIs, and opportunities for improvement and collaborate with internal teams to develop clear plans of action on behalf of customers.
  • Establish and oversee the customer's adoption, ensure training needs are met, and develop best practices to remove friction, reduce manual workflows, and drive the customer return on investment (ROI) and long-term-value (LTV)
  • Proactively identify and mitigate account risk, prevent churn
  • Create, plan, and drive Customer Success Plans
  • Ability to advise, recommend, and collaborate internally as the voice of the customer.
Requirements
  • Minimum of 4 years as a Customer Success Manager or comparable role.
  • Experience understanding of SaaS/Cloud solutions and technology required.
  • Analytical and curious mindset with a data-driven approach to problem-solving
  • Demonstrated ability to communicate, present, and influence effectively at all levels of an organization.
  • Strong client empathy, a deep understanding of a customer's business use case, value drivers, and passion for solving complex business problems and articulating those needs to internal stakeholders.
  • Strong communication and customer (webinar) interaction skills.
  • Excellent written and oral communication skills in English. Bilingual/Multilingual a plus.
  • Ability to multi-task and provide excellent follow-up in a fast paced, multiple account environment.
  • Demonstrated ability to be proactive, globally collaborate, and take initiative to get things done.
  • Strong work ethic: desire to work in an innovative and deadline drive environment with rapidly changing priorities.
  • Fast learner, adept in understanding and articulating new technologies in the digital landscape.
More than a job

Where you work isn't just a career decisionit's a life decision. We get it. That's why we want all of our Blocks to feel a sense of belonging that comes from feeling supported in all areas of their lives. Everyone has family, friends and interests outside of their careers, so we offer perks and benefits to make work, work better for you.
  • 18 days of PTO, plus 11 paid holidays. Whether it's hiking a mountain in Colorado or bonding with your couch, we all need downtime.
  • We've got you covered. We offer insurance plans that pay for 100% of your medical, dental, and vision.
  • 401K program
  • Parental leave. Expanding your family? We offer 6-12 weeks of paid parental leave.
  • Continuing education. All Quacks receive time and reimbursements to spend on professional development.


LineLeader is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: LineLeader is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. LineLeader will not tolerate discrimination or harassment based on any of these characteristics. LineLeader encourages applicants of all ages.

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