Associate Client Advocate

About the role

The Associate Client Advocate serves as the primary point of contact for an assigned portfolio of customers, owning the full renewal and payment lifecycle, from quote to cash, across all products and services. This role involves working alongside AI agents to automate process-driven renewals and collections activity, while focusing on direct customer conversations, proactive outreach, renewal discussions, collections follow-up, and relationship building.

Responsibilities

• Serve as the primary point of contact for an assigned portfolio of customers, owning the full renewal and payment lifecycle, from quote to cash, across all products and services.
• Dedicate significant daily time to direct customer conversations — proactive outreach, renewal discussions, collections follow-up, and relationship building.
• Manage and oversee AI agents that automate process-driven renewals and collections activity across your portfolio, actioning escalations and exceptions that require human judgement.
• Prepare renewal contracts and order forms, ensuring accuracy in pricing, uplift, and co-terminations.
• Frame customer value stories and address barriers to renewal through proactive, data-informed communication.
• Oversee invoicing, payment follow-up, and resolution of open accounts.
• Cookordination with Finance, Legal, and Operations to resolve system or billing issues.
• Identify on-premises customers who may benefit from SaaS migration and partner with Account Managers on that motion.
• Collect and act on CSAT/CES feedback post-renewal to continuously improve process ease and quality.

Requirements

• 1+ years of experience in customer success, renewals, account management, or finance operations, preferably within a SaaS or software company.
• Strong communication and negotiation skills, with the ability to manage conversations at both business and finance levels.
• A high attention to detail and genuine accountability for results and process ownership.
• Comfortable working alongside AI tools and automation to drive efficiency and scale.
• A collaborative approach — you contribute actively within a team structure and support those around you.

Qualifications

• Working knowledge of Salesforce or a similar CRM platform.
• Experience with contract management and billing systems.
• An understanding of both on-premises maintenance and SaaS subscription models, including the nuances of messaging and negotiation.
• Prior experience working with or alongside AI tools, digital agents, or workflow automation platforms.

Skills

• Confident, proactive communicator who genuinely enjoys being on the phone and building real relationships with customers.
• A business generalist mindset — comfortable operating across renewals, collections, account management, and customer success without being pigeonholed into one lane.
• Tech-comfortable and quick to pick up new digital platforms and tools.

Benefits

• Competitive pay and robust benefit plans.
• The opportunity to grow your career in a fast-paced, flexible and casual environment.
• Clear pathways into senior advocacy, POD leadership, sales, and specialist roles in commercial operations and AI optimisation as those disciplines grow.

Pay

Competitive pay and robust benefit plans.

Schedule

Full-time.

Company Information

Aptean is a global provider of mission-critical, industry-specific software solutions. Aptean’s purpose-built ERP and supply chain management solutions help address the unique challenges facing process and discrete manufacturers, distributors and other focused organizations. Aptean’s compliance solutions are built for companies serving specific markets such as finance, healthcare, biotech and pharmaceuticals. Over 10,000 highly specialized organizations in more than 20 industries and 80 countries rely on Aptean to streamline their everyday operations.