Client Advocate

About the role

The ideal candidate should be highly motivated with excellent communication and analytical skills. Within this role, you will build and maintain strategic relationships with existing clients through effective communication in a proactive, consultative and professional manner. You’re a self-starter who can establish priorities, meet deadlines, and work independently in a remote/hybrid environment.

Responsibilities

• Work directly with clients to help solve their problems and ensure their satisfaction.
• Work closely with other teammates to ensure customer questions and concerns are addressed in a timely manner.
• Undertake discovery and education activities that help clients troubleshoot our technology and financial industry based issues via phone, email, Salesforce, virtual meetings, and occasional in person scenarios.
• Customer Value Realization: Spend time getting to know the client’s business model and individual system needs. Act in a consultative manner by offering creative solutions, and proactively identify opportunities where we can deliver even greater value for our customers through our platform. Pin point the root cause of problems, provide solutions, and own the relationship from start to finish.
• Adept at Adoption and Client Retention: Educate and train clients on rapidly changing software systems to drive adoption. Troubleshoot platform specific and technology-based issues and work with internal teams to produce a resolution. Be a Black Diamond power user in order to provide the most relevant and creative platform solutions.
• Emotional Intelligence: Have the ability to empathize and connect with clients. Be approachable and display a selfless attitude towards others. Don’t be afraid to ask the “why” and continue to learn. Build trust and transparency with your clients to strengthen the relationship they have to the business.
• Collaboration: Show a strong desire to work with others to solve internal issues and client problems. Care about the success of teammates and help inspire and empower creative solutions. Be a great team player that steps up to help others, and sees the positive in any situation.

Requirements

• You have proven work experience as a Customer Success Manager or similar role.
• You have excellent communication skills, including presentations and written documents.
• You are a strong problem solver and work cross-functionally to deliver results.
• You quickly grasp new and complex topics and communicate them clearly.

Qualifications

• You will work directly with clients to help solve their problems and ensure their satisfaction.
• You will also work closely with other teammates to ensure customer questions and concerns are addressed in a timely manner.
• In doing this, you will be responsible for undertaking discovery and education activities that help clients troubleshoot our technology and financial industry based issues via phone, email, Salesforce, virtual meetings, and occasional in person scenarios.

Skills

• Excellent communication skills, including presentations and written documents.
• Proven work experience as a Customer Success Manager or similar role.
• Strong problem-solving skills.
• Ability to quickly grasp new and complex topics and communicate them clearly.

Benefits

• Medical, dental, and vision coverage.
• A 401(k) plan with company match.
• Paid time off, holidays, and parental leave.
• Professional development reimbursement opportunity.

Pay

TBD

Schedule

Hybrid