Customer Success Advocate (CSA)
Your Role
You will be responsible for development and nurturing the relationships of our client’s largest enterprise customers. As part of a global technology company, you will promote retention, loyalty and drive a world class customer experience.
You will be the primary contact for customer intake, onboarding, contract management and issue prevention, creating a near effortless journey throughout the customers lifecycle.
The CSA team is vital to long-term growth & profitability. We will be successful when our customers recognize they are receiving tangible value from our products and services.
Candidate Characteristics
A highly energetic and relationship driven customer facing individual who is knowledgeable about the technology marketplace, dynamics, and trends and wants to make an impact on the future of communications. You bring to the organisation the following proficiencies:
· Leadership qualities with high integrity.
· Out of the box problem solver.
· Ability to influence through persuasion, negotiation, and consensus building.
· Ideally have a combined background of both pre-sales and post-sales experience.
· Strong analytical skills and a deep understanding of value drivers in recurring revenue business models with ability to translate data into meaningful insights.
· Relentless passion to drive business growth.
· A dynamic personality that is collaborative, compassionate, passionate, and customer focused.
· Results-driven mentality, with a bias for speed and action and a relentless passion for increased revenue and growth.
· Interface and manage all levels of a matrix global organisation.
· Proven track record of working directly with customers under exciting circumstances.
Responsibilities
· Closely collaborating with Sales to facilitate a positive and welcoming customer onboarding experience. Ensuring expectations are documented, agreed, and achievable.
· Develop Customer Playbooks defining (& documenting) Key Success Indicators based on Customer Persona’s, Customer engagement plans, and a comprehensive Customer Success Strategic Plan.
· Drive and influence value, usage and adoption of our products and services using analytics and methodologies.
· Foster success-oriented, accountable environment within the Services organisation.
· Establish yourself as the de facto trusted advisor with all customers by developing rock solid customer relationships across your customer’s business.
· Drive new business growth, through greater advocacy and reference-ability.
Minimum Requirement
- Min 2+ years in telecom/software/SAAS industry in a customer engagement role. Ideally proven strong Services and Customer facing role experience.
- Excellent communication & presentations skills.
