Customer advocate

Role Summary

Reporting to the Solution Consultants Manager, the Customer Success Advocate is a key member of the Contract Sales Team.

The person in this role will function as the bridge between our sales team and the customer, advocating for the customers desired goals, and promoting value through the customer experience.

You will work closely with sales, marketing, product management, and engineering to ensure that our solution is delivered successfully.

Exciting work you will do : The essential duties and responsibilities of the Customer Success Advocate will consist of, but are not limited to, the following :

• Responsible for all post-sale activities as part of the customers' journey, including initial onboarding, social strategy, and Quarterly Business Reviews
• Identify and lead opportunities for account growth within your managed accounts
• Ensure customers derive maximum value from their Kendall Service Agreements (KSA), utilize all of their entitlements, and collaborate with other Kendall Electric stakeholder teams to ensure adoption
• Monitor customer usage data and health indicators, translating them into strategies for success
• Develop an understanding of typical business challenges faced by customers and appropriately map KSA features and associated business benefits to address their needs
• Become the "voice of the customer", working with the sales team to adjust and add future entitlements, and help build the KSA future roadmap
• Work to identify and / or develop contract expansion opportunities
• Manage customer account escalations and advocate for the customer cross-departmentally
• Work closely with the customer to define and monitor success criteria metrics while maintaining overall responsibility for the best interests of the company
• Other duties as assigned

Competencies you possess :

• Service Excellence
• Results, Action Oriented
• Accountability and responsibility
• Teamwork and collaboration
• Priority Setting
• Planning and organizing
• Presentation Skills
• Time Management
• Establishing Relationships
• Process Management

What you’ll need :

• Work Experience : 3 years’ experience in a customer success related role at a B2B SaaS company
• Education : Bachelor’s degree
• Analytics / Computer Skills : Proficient with Microsoft Office suite
• Organization Skills : Highly organized and detail-oriented; ability to multi-task and shift priorities as needed; ability to work in fast-paced, continuously evolving, and at times ambiguous environment
• Cross-functional skills : Experience working cross-functionally with solution consultants, sales, marketing, project managers, external vendors, and customers;

experience with problem solving in a customer engagement environment

Communication Skills : Excellent verbal and written communication skills with the ability to explain complex and technical topics in an easily understood manner;

experience working with brand image and promoting value through customer experience

Physical, Mental and Visual Skills : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disability to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk, and hear.

• Physical Environment : Normal office environment
• Travel : Up to 25% travel

Skills we prefer but don’t require :

• Work Experience : 3 years’ experience as a Customer Success Manager; exposure to Industrial Manufacturing
• Analytics / Computer Skills : Experience with customer success platforms

Last updated : 2024-08-01