Client Advocate

Improve customer experience by managing metrics such as Sentiment Analysis, Engagement Scores, and Request Completion SLAs.

Conduct regular Business Assessments and Check-ins with customers to ensure satisfaction, retention, and growth.

1. Track and analyze key performance indicators such as customer sentiment, engagement scores, and service request completion SLAs.
2. Monitor customer health and provide actionable insights based on metrics.
3. Business Reviews & Check-ins: Conduct regular business assessments and check-in meetings with customers to assess performance and understand customer needs.
4. Proactive Customer Engagement: Drive proactive customer engagement by ensuring timely responses to requests and managing project timelines.
5. Continuous Improvement: Identify trends from sentiment analysis and engagement data to suggest product enhancements and personalized customer strategies.
6. Cross-Functional Collaboration: Work closely with the Product, Support, and Sales teams to align customer feedback and performance data.
7. Customer Education & Empowerment: Deliver regular training and resources to customers based on their needs and product usage data.
8. Escalation & Issue Resolution: Identify and address customer issues in a timely and effective manner.
9. Customer Retention & Growth: Focus on driving customer retention, satisfaction, and growth by fostering strong relationships and identifying opportunities for upsell or cross-sell.
10. Reporting & Documentation: Maintain accurate records of customer interactions and performance metrics in the CRM system.

Required Skills and Qualifications:

1. Experience: 1-3 years of experience in a Customer Success, Account Management, or related customer-facing role.
2. Data-Driven: Strong ability to analyze and interpret customer data, including sentiment analysis, engagement scores, and service metrics.
3. Customer-Centric: Proven ability to build strong, lasting relationships with customers and help them realize the full value of the product or service.
4. Problem Solving: Strong problem-solving and critical thinking skills, with a proactive approach to identifying potential risks and resolving issues.
5. Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information in a clear, concise manner.
6. Organizational Skills: Exceptional time management and organizational skills, with the ability to handle multiple accounts, priorities, and customer needs simultaneously.
7. Experience in Business Assessments: Prior experience conducting business assessments and check-ins, providing actionable insights, and making recommendations for improving customer success.