Customer Success Advocate
3 weeks ago
Job Title: Customer Success Advocate
We are seeking a highly motivated and results-driven Customer Success Advocate to join our team at Emerald Zebra. As a Customer Success Advocate, you will play a crucial role in ensuring that our clients achieve their desired outcomes while maximizing the value they receive from our services.
Key Responsibilities:
- Strategic Relationship Management: Develop and maintain strategic relationships with key stakeholders within client organizations, acting as the primary point of contact for all matters related to customer success.
- Client Onboarding and Adoption: Manage the onboarding process for new clients, ensuring they are fully equipped to use and derive value from our services.
- Feedback and Improvement: Actively solicit and analyze client feedback to identify areas for improvement and collaborate with internal teams to inform and prioritize product innovations and enhancements based on customer insights.
- Retention and Expansion: Monitor client health indicators, identify risks, and implement proactive strategies to mitigate churn and identify opportunities for upsell to promote client growth and increase lifetime value.
- Reporting and Analysis: Generate and present regular reports on client engagement, satisfaction, and success metrics, using data-driven insights to refine strategies and improve client outcomes.
- Cross-Functional Collaboration: Work closely with sales, finance, risk/compliance, and business care teams to ensure a cohesive and integrated client experience, acting as the voice of the client within the organization to align efforts and priorities.
- Issue Resolution and Advocacy: Manage and resolve complex client issues, ensuring timely and effective solutions, and advocate for client needs internally, prioritizing and escalating issues as necessary to maintain client trust and satisfaction.
- Professional Development: Commitment to continuous career development and growth opportunities to help you achieve your professional goals.
Requirements:
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Proven track record in a customer-facing role, ideally within the FinTech or technology sector, demonstrating an ability to develop relationships, understand client needs, and drive value.
- Excellent communication and interpersonal skills, capable of engaging effectively with stakeholders at all levels.
- Strong analytical and strategic thinking skills, with the ability to use data to inform decisions and strategies.
- Proficient in CRM and other customer success tools, with a preference for Salesforce experience.
- Ability to work independently in a dynamic, fast-paced environment.
- Strong organizational and project management skills, with the ability to manage multiple priorities simultaneously.
Benefits:
- Attractive Compensation: Competitive salary package aiming to retain top talent, from 2300 EUR gross to 3000 EUR gross.
- Vibrant Team Culture: Work with a dynamic, international team that values diversity and collaboration.
- Comprehensive Health Benefits: Enjoy the peace of mind with a private health insurance and a provident fund.
- Modern, Welcoming Workspace: Our pet-friendly office provides a comfortable and inspiring environment.
- Engaging Social Events: Participate in regular team-building activities, events, and lively happy hours.
- Professional Development: Commitment to continuous career development and growth opportunities to help you achieve your professional goals.
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