Customer Experience Advocate
5 days ago
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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