Customer Success Advocate
3 days ago
ECLARO is a leading professional services firm with a singular purpose: providing the right people to meet every client's needs. We help clients implement programs to promote innovation, automation, and process improvement.
You will be an advocate for our clients, focused on maximizing retention and delivering exceptional customer experiences. This high-impact role involves managing a dedicated book of business, targeting smaller clients with lower contract values. You will act as a trusted advisor, gaining a deep understanding of your clients' challenges, needs, and goals.
Job Duties & Responsibilities:
- Become a product expert and educate clients on our solutions, enabling them to leverage insights effectively within their business.
- Build strong client relationships through proactive communication, including emails, and live screen-sharing sessions.
- Independently own customer retention by monitoring client health, managing communication, and addressing potential retention risks.
- Develop strategies to expand engagement, enable adoption, and mitigate churn, aiming to increase client value through identifying upsell and cross-sell opportunities.
- Ensure smooth progress during client onboarding by collaborating with the implementation team and actively preparing new clients for success post-implementation.
Requirements:
- BA/BS degree in Business Administration or a related quantitative field of study.
- 1-2 years of experience in a customer-facing success, account management, sales, or strategic consulting role.
- Direct experience working with enterprise software or SaaS solutions is preferred.
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