Chief Customer Advocate
7 days ago
We are seeking a solution-driven professional who has a passion for customer success and technology. The job acts as a trusted consultant to our customers, ensuring their success with software and service.
The end goal is to increase value, retention, customer satisfaction, and ultimately revenue through expanded use of the platform.
Key Responsibilities- Become the primary contact post-sales by conducting thorough customer onboarding and education processes and taking full ownership of the account's health post-implementation
- Prepare the account to be billable by ensuring successful start-up with the service, introducing access to the platform, and prompting delegation of the first task
- Build a goal plan for the customer, focused on short & long-term goals towards growth, and identify ways to support those goals
- Proactively manage the relationship between virtual assistants and assigned clients during and post-onboarding, including periodic email check-ins, phone/conference calls/texts, and monitoring customer usage using proprietary tools
- Manage all inbound customer communications, organizing/escalating & resolving issues appropriately, including assistant quality, staff replacement, billing, sales, and technical inquiries
- Understand the platform's different offerings and communicate its value clearly to customers, potentially promoting upgrades, engaging in upsells, and obtaining customer referrals
- A Bachelor's degree or higher
- Excellent written and spoken English communication skills
- At least one year of experience in client relationship management AND/OR project management
- Experience with process implementation is preferable but not required
- Comfortable with Mac, Windows, Chrome, iOS, Android, and video call communication tools (Zoom, Google Meet, etc)
- Understanding of online software (SaaS) services and/or technology-based solutions
- Understanding of goal development and implementation
- Positive attitude with the desire to contribute to success and remain professional under pressure
- Ability to use persuasion/negotiation styles appropriately
- Exceptional interpersonal skills
- Fast reliable Internet connection & reliable electricity
- Professional microphone headset or functional computer microphone equivalent
- Fast, responsive computer Clean & professional background/audio environment for video calls with customers
- People-focused company culture centered on community and personal growth
- Performance Bonus
- Ability to network with executives at a fast-growing company
- Opportunity to obtain knowledge about multiple industries
- Remote work-friendly
- Avenues for rapid promotion & salary increases as the company scales
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