Strategic Client Advocate

The ideal candidate will be responsible for building and maintaining strong relationships with clients, helping them achieve their business objectives through the successful implementation of our CRM and loyalty management platform.

We are seeking a highly skilled Customer Success Manager to join our team. As a key member of our customer-facing team, you will work closely with clients to understand their needs, identify areas for improvement, and develop tailored solutions to drive business growth.

• Client Relationship Management: Develop and maintain strong relationships with key stakeholders within client organizations, act as the primary point of contact for client queries, requests, and escalations.
• Reporting & Analytics: Conduct gap analysis on key processes and provide actionable insights based on data captured from the CRM system, regularly review and analyze sales insights generated by the CRM to identify opportunities for improvement, process optimization, and client growth.
• Service Delivery: Oversee the end-to-end service delivery process for our clients, ensuring that the CRM and loyalty management platform is implemented according to client specifications and timelines, collaborate with cross-functional teams to ensure that client needs are met with the highest level of quality.
• Proactive Support & Issue Resolution: Identify potential challenges early and work with internal teams to resolve issues promptly, ensure client satisfaction by addressing concerns proactively.
• Business Driver Activities: Develop and execute initiatives that align with the company's strategic goals, such as increasing platform adoption, driving upsell and cross-sell opportunities, and expanding client relationships.
• Team Management: Mentor and develop a team, foster a collaborative and high-performance culture within the team, ensuring that all team members are aligned with the company goals, set clear objectives, provide regular feedback, and support the professional growth of team members.
• Customer Advocacy: Serve as the voice of the customer internally, providing feedback to product and marketing teams, advocate for client needs and help shape the future development of our platform.

• Education: Bachelor's degree in Business, Marketing, or a related field, Master's degree is a plus.
• Experience: 5 years of relevant experience in customer success, account management, or a related field, preferably within the SaaS or technology industry, proven track record of managing and growing client accounts in a B2B environment.
• Technical Skills: Proficiency in using CRM software and other customer success tools, ability to understand and explain technical concepts to non-technical users.
• Communication & Interpersonal Skills: Excellent verbal and written communication skills, strong interpersonal skills with the ability to build and maintain relationships at all levels, experience in conducting business reviews and presenting to executive-level stakeholders.
• Problem-Solving & Analytical Skills: Strong analytical skills with the ability to interpret data and make informed decisions, proactive problem-solving abilities, with a focus on delivering solutions that benefit both the client and the company.
• Project Management: Strong organizational skills with the ability to manage multiple clients and projects simultaneously, experience in managing client implementations and driving project timelines.
• Customer-Centric Mindset: A passion for customer success and a deep understanding of how to deliver value to clients, ability to empathize with clients and advocate on their behalf.