Customer Success Advocate

( A customer success advocate works one-on-one with a client to build a strong relationship and improve client retention and sales growth.

Description :

Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction

Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services

Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team

Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings

Maintain existing customer-success metrics and data as directed

Responsibilities

Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both

Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals

Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables

Collaborate, problem-solve, and / or strategize with team members on upcoming client meetings

Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement

Work with sales and marketing teams to boost customer referrals and develop case studies

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