Customer Success Advocate

3 days ago


Manila, National Capital Region, Philippines PENBROTHERS Full time

About Us

PENBROTHERS is a dynamic and innovative company dedicated to delivering exceptional customer experiences.

Job Summary

We are seeking a highly motivated Customer Success Advocate to join our team. The ideal candidate will have a proven track record of driving customer satisfaction and long-term success.

About the Role

In this role, you will be responsible for ensuring the smooth onboarding process for new customers, providing comprehensive product education and training, and proactively identifying and addressing complex issues.

You will act as the primary point of contact for customers, building strong relationships and trust through effective communication and problem-solving skills.

Key Responsibilities

  1. Customer Onboarding: Develop and implement tailored onboarding plans to ensure seamless integration of new customers into our ecosystem.
  2. Product Education: Provide in-depth training and guidance to customers on how to maximize their usage of our products and services.
  3. Issue Resolution: Proactively identify and address complex customer issues, working collaboratively with internal teams to drive swift resolution.
  4. Relationship Building: Foster strong relationships with customers through regular check-ins, progress updates, and proactive issue prevention.
  5. Data Analysis: Leverage tools like Salesforce and Gainsight to maintain accurate customer records, track engagement metrics, and identify growth opportunities.
  6. Upsell/Cross-Sell: Identify and pursue upsell and cross-sell opportunities to expand product and service usage within customer accounts.

Requirements

  • Bachelor's Degree required.
  • 3-5 years of experience in customer success, account management, or a similar customer-facing role within a SaaS environment.
  • Strong client-facing communication and interpersonal skills, with the ability to build trust and rapport with stakeholders at all levels.
  • Excellent problem-solving abilities and comfort handling complex issues with a solution-oriented mindset.
  • Effective time management skills with the ability to juggle multiple priorities and maintain a healthy work/life balance.
  • Proficiency in Microsoft Excel, Word, PowerPoint, and Google Suite.
  • Experience working with Salesforce and Gainsight is highly preferred.
  • Familiarity with ZenDesk and collaboration software like Confluence is a plus.
  • Proficiency in using video conferencing platforms such as Zoom or GoToMeeting.


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