Customer Success Advocate - Sunstate

 Job Summary: 

The Customer Success Advocate role includes the establishment of long-term customer portfolio relationships and liaisons with key business managers and stakeholders. Customer Success Advocates liaise between clients and cross-functional internal teams to ensure the timely and efficient delivery of our solutions according to customer expectations. They will manage and build customer accounts to establish and maintain positive customer relationships. Responsible for being committed to fulfilling the organizational needs of customer segments assigned to them. 

Qualifications and Requirements: 

 At least 2 years of sales experience (preferred) 

 At least 3 years of customer service experience (preferred) 

 Proven account management ability 

 Efficient in use of Microsoft Office, ConnectWise and ConnectWise Sell 

 Excellent verbal and written communications skills 

 Ability to multitask 

 Ability to build and maintain relationships 

 Issue resolution/problem-solving skills 

 Self-Starter 

 Ability to work in a team environment 

Major Duties & Responsibilities: 

 Operate as the primary point of contact and build long-term strategic relationships for assigned clients 

 Generate sales/quotes for current client accounts via upselling and cross-selling 

 Support clients through email, phone, online presentations, screen sharing and in-person meetings 

 Conduct routine client follow-ups via phone, email, and in-person visits 

 Create PowerPoint presentations for quarterly/annual Strategic Technology Review and present them to clients 

 Clearly communicate the progress of monthly/quarterly initiatives 

 Schedule and complete monthly cadence calls with selected clients 

 Maintain consistent communication with internal departments and technical team members regarding client accounts and/or service tickets 

 Regular updates to client database and recurring revenue spreadsheets 

 Consistent reporting and updates 

 Work with Senior Business Consultants to onboard and integrate new clients 

 Successful on-boarding and off-boarding of clients 

 Scheduled weekly, bi-weekly, or monthly meetings 

 Conduct client wellness checks 

 Manages quarterly and annual reviews 

 Routine follow-up with open and closed service tickets 

 Conduct client budget reviews 

 Attend weekly internal meetings 

Customer Success Advocate 

 Be prepared and organized for all meetings internally and with clients 

Additional Expectations: 

 Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level 

 Work cohesively with other CSA’s 

 Excellent listening, negotiation, and presentation skills 

 Keen attention to detail and adherence to deadlines 

 Exemplify professionalism and proper etiquette while using forms of communication with both clients and peers 

 Understand and communicate with client base appropriately (Tier 1, Tier 2 & Tier 3) 

 Tier 2/Tier 3 = Strategic Technology Review upon request, once a month touch via electronic i.e., personal email or phone call from CSA, Quarterly onsite, Customer Appreciation gifts based on tier, Monthly Client Report 

 Tier 3 Once a month touch via electronic i.e., personal email or phone call from CSA, quarterly onsite, Customer Appreciation gifts based on tier, Monthly Client Report 

Travel Requirements: 

 Must have a valid AZ driver’s license 

 Must be able to lift 30 pounds 

 Must be able to travel two weeks out of the month for client meetings and onsite visits 

The above declarations are not intended to be an “All-Inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job, and be a reasonable representation of its activities.