Customer Success Advocate

4 weeks ago

San Diego, California, United States Zego Full time

About the Role:

The Customer Success Advocate is a vital member of the Zego team, responsible for fostering strong relationships with our top 600 customers. Their primary goal is to ensure customer satisfaction and retention by working closely with clients to identify areas of improvement and provide actionable insights.

Key Responsibilities:

  • Proactively identify and escalate at-risk clients and product issues.
  • Conduct quarterly business reviews with assigned clients.
  • Ensure 95% call-to-action compliance.
  • Provide high-level actionable insights and data analysis to deliver value to our customers.
  • Participate in team meetings and contribute process enhancement feedback while promoting a culture of teamwork.
  • Demonstrate a growing understanding of Zego products and partner integrations.
  • Participate in POD and attend Sprint review meetings.
  • Accurately document and update client records, support notes, and interactions within various software systems.
  • Ensure compliance with Zego specifications and Vista best practices while adhering to established policies, procedures, and workflows.
  • Consistently meet personal and 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 enhance the 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.

Requirements:

  • 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.

Bonus Points:

  • 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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