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Customer Advocacy Specialist

1 month ago

Pune, Maharashtra, India AltaReturn Full time

AltaReturn is a leading provider of software solutions for the Private Capital and Credit markets. We help eliminate boundaries between systems, information, and people.

About the Role

We are seeking an experienced Customer Advocacy Specialist to join our team. The ideal candidate will have 10+ years of experience in a technical support environment, handling highly complex issues.

Key Responsibilities
  • Coordinate and facilitate bridges for critical and high incidents, ensuring timely resolution and effective communication.
  • Prepare and send internal communications regarding critical issues and draft external-facing communication materials.
  • Conduct Post Incident Reviews (PIRs) and Root Cause Analyses (RCAs) for external incidents, identifying the underlying causes and recommending preventive actions.
  • Analyze data and information to identify customer pain points and drive corrective actions based on escalations.
  • Track and update key performance indicators (KPIs) to monitor the performance and effectiveness of incident management processes.
Requirements
  • 10+ years' experience in a technical support environment, handling highly complex issues
  • 5+ years managing, coordinating, and ensuring resolution on executive-facing escalations
  • Outstanding communication skills at the C-Level: Both Written and Verbal Communications
  • Deep experience leading and responding to complex critical incidents
  • Strong operational and services experience in a cloud services delivery environment
  • Providing mission-critical support to large enterprise customers
  • Previous experience directing and maximizing the benefits of collaborating with global teams
  • Practical experience managing multiple support teams, with a strong knowledge of all technical support functions and related engineering responsibilities
Benefits

As a Customer Advocacy Specialist at AltaReturn, you can expect:

  • A competitive salary range of $120,000 - $180,000 per year, depending on experience
  • Opportunities for professional growth and development
  • A dynamic and collaborative work environment
What We Offer

At AltaReturn, we offer a comprehensive benefits package, including:

  • Medical, dental, and vision insurance
  • 401(k) retirement plan with company match
  • Flexible PTO policy
  • Professional development opportunities