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Customer Success Advocate

hace 1 semana

Colombia Hexagon Ab A tiempo completo

About the Role

We are seeking a skilled Customer Success Advocate to join our team. As a key member of our organization, you will be responsible for driving ongoing business value and outcomes for our customers.

Key Responsibilities

  • Ensure customer satisfaction, success, and retention for a portfolio of existing and new customers.
  • Use data and analytics to measure and monitor customer usage, health, and engagement, and proactively reach out to customers with relevant solutions and response strategies.
  • Manage and coordinate the new customer onboarding process, specifically for cloud customers.
  • Work effectively with various teams, including Sales, Pre-Sales, Regional and Global Order Desk, Cloud Operations and Services, to ensure timely handoffs and quick onboarding of new customers.
  • Enrich the customer experience through the development of standard, professional customer communications, creative digital content, and automated communication programs/touchpoints across the customer journey.
  • Provide sales enablement support and promote ongoing business development opportunities.
  • Help drive the Voice of Customer program and supplement it with internal surveys to capture holistic feedback on the overall SaaS experience.
  • Conduct data-driven analyses to determine prioritization of communication and activities, such as soon-to-expire or unsupported software versions, reminder emails for important next steps or actions required, helpful resources, and lessons learned.
  • Serve as the primary point of contact and escalation point internally and for the customer.

Required Skills and Qualifications

  • Bachelor's degree in business, marketing, or engineering.
  • 2-3 years of experience in Customer Success, Inside Sales, Marketing, or Communications.
  • Strong project management skills and ability to manage multiple priorities in a fast-paced environment.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships and influence others.
  • Knowledge of engineering, oil, and gas industry preferred.
  • Proficiency with Microsoft Office tools.
  • Experience using CS platform (Gainsight) preferred.