Customer Experience Advocate

5 days ago


Bloomington, Illinois, United States Glue Up Full time
About the Role:
In this dynamic position, you will play a pivotal role in fostering strong relationships with our clients. As a key member of our team, your primary focus will be on driving customer satisfaction and retention while ensuring seamless adoption of our platform.
With a deep understanding of customer needs and expectations, you will proactively identify opportunities to provide value-added solutions that drive success for our clients.
The ideal candidate will possess excellent communication skills, a proactive approach, and a genuine passion for delivering exceptional customer experiences.

Key Responsibilities:
  • Owning overall client relationships, including increasing adoption, ensuring retention, and satisfaction; reducing churn.
  • Relaying product knowledge to clients during onboarding and addressing follow-up questions.
  • Establishing trusted advisor relationships with each client and driving continued value from our products and services.
  • Developing, preparing, and nurturing clients for advocacy.
  • Working closely with clients to establish critical goals or key performance indicators and aiding them in achieving their objectives.
  • Bolstering customer loyalty and reducing churn.
  • Advocating client needs and issues across departments.
  • Reporting directly to the Director of Customer Success.

Requirements:
  • Bachelor's degree in Business, Marketing, or a related field.
  • 3-4 years of experience in Customer Success or an equivalent history of increasing customer satisfaction, adoption, and retention.
  • 2+ years of relevant SaaS experience.
  • A proven ability to drive continuous value from our product(s).
  • Familiarity working with clients of all sizes.
  • Impeccable written and verbal communication skills.
  • Detailed-oriented and analytical.
  • A fast learner with the ability to relay product knowledge to clients.
  • A strong team player who thrives in a multi-tasking environment and can adjust priorities on-the-fly.


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