Customer Success Advocate

5 days ago


San Diego, California, United States Zego Full time
About the Role

The Customer Success Advocate is a critical member of our team, responsible for developing and maintaining strong relationships with our top 600 clients. This role requires a unique blend of technical expertise, business acumen, and exceptional communication skills.

Key Responsibilities
  • Proactively identify and escalate at-risk clients and product issues to ensure timely resolution and minimize customer churn.
  • Conduct quarterly business reviews with assigned clients to discuss their goals, challenges, and areas for improvement.
  • Ensure 95% call-to-action compliance by providing actionable insights and data analysis to drive business growth and profitability.
  • Develop and manage client portfolios to maximize value and sustain business growth.
  • Collaborate with cross-functional teams to identify and implement process enhancements and improve overall customer experience.
  • Stay up-to-date on Zego products and partner integrations to provide expert guidance and support to clients.
Requirements
  • Experience with Salesforce or other comparable CRM systems, support ticketing software, and best practices.
  • Proven ability to work in a fast-paced, team-centered environment with a strong focus on customer satisfaction.
  • Prior experience in SAAS, multifamily, HOA, or proptech industries.
  • Technical aptitude and ability to identify alternative solutions to customer issues.
  • Excellent communication, verbal, written, and interpersonal skills with strong active listening skills.
  • Ability to demonstrate effective problem-solving skills and strong client orientation.
Preferred Qualifications
  • 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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