Customer Success Advocate

1 day ago

Taguig, National Capital Region, Philippines SYSGEN RPO Full time

Responsibilities

  • Proactively communicate and collaborate with stakeholders to understand and analyze client needs, current client statuses, updates on client issues, and client temperaments.
  • Responsible for the coordination of cross-functional resources (Support, Sales, Development, Product, Implementation) to support clients with the resolution of various issues.
  • Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.
  • Meet regularly (weekly, bi-weekly, monthly based on client need) with clients to address issues and drive resolutions.
  • Work closely with the Software Support Director to ensure seamless communication and coordination.
  • Successfully engage in multiple initiatives simultaneously.
  • Align with Product Owners and meet regularly to understand product roadmap.
  • Document and advise clients on operational best practices.
  • Perform other client success tasks as needed to support the overall success of the department.

Qualifications

  • BS/BA degree in related field or equivalent experience is desired. 2-4 years of customer service/success experience.
  • An entrepreneurial spirit and a desire to be proactive.
  • Excellent planning, organizational skills, and ability to follow-through until tasks are completed.
  • Proven ability to problem-solve and maintain composure in high-pressure
  • situations.
  • Self-motivated, proactive, and able to work independently or as part of a team.
  • Excellent interpersonal skills including verbal and written communication, teamwork, and customer service skills.
  • Proficient in Microsoft Word, Excel, and PowerPoint.

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