Customer Success Advocate
1 week ago
Company Overview
Our well-established and highly reputable client, Employ and Relate, is seeking a results-driven Customer Success Advocate to join their dynamic team.
Job Summary
The Customer Success Advocate is responsible for delivering exceptional customer support while ensuring long-term client success and satisfaction. This role combines technical service support with a strategic focus on nurturing customer relationships, solving complex problems, and driving customer engagement.
Key Responsibilities:
- Provide technical and product-related support to customers, answering inquiries, resolving service issues, and coordinating solutions across departments.
- Test, troubleshoot, and document outcomes to reproduce service issues reported.
- Liaise between customers and internal teams (Project Managers, Solution Specialists, and Developers) to ensure clear communication and timely resolution of any product or service issues.
- Develop and maintain strong customer relationships by acting as a trusted advisor, identifying customer needs, providing reports, and ensuring they are achieving success with the company's offerings.
- Analyze customer data and feedback to improve customer experiences, uncovering root causes of issues, and recommending improvements.
- Create and maintain customer training materials and provide ongoing training to customers and internal teams to promote product understanding and usage.
- Manage customer interactions with a proactive approach, ensuring smooth service delivery and consistently exceeding customer expectations.
Qualifications:
- 3-5 years of experience in customer service, customer success, or a related role.
- A good understanding of marketing operations processes and technologies.
- Experience with Zendesk, Confluence, and Jira.
- Strong problem-solving skills with the ability to work across multiple teams to resolve issues.
- Excellent communication and time management skills, with the ability to handle diverse and complex customer needs.
- A focus on customer satisfaction and success, ensuring long-term business relationships.
Estimated Salary: $60,000 - $80,000 per annum, based on industry standards and location.
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