Client Experience Advocate

Responsibilities

• Manage and respond to incoming client support needs with professionalism and care
• Own each issue through to resolution or proper escalation, ensuring the client is never left in the dark
• Document interactions and case details thoroughly in line with team standards
• Follow established processes to troubleshoot and resolve a broad range of product inquiries
• Maintain a learning mindset, actively working toward module-specific certifications
• Collaborate with teammates and regional leadership to ensure consistent, effective support
• Provide insight into common trends or client needs to support continuous improvement
• Participate in regional initiatives, trainings, and knowledge-sharing efforts as applicable
• Support clients during cloud transitions by reinforcing training and best practices, and escalating common pain points to regional leadership

Qualifications

• Desire to build a career in client support, client success, SaaS, or public sector technology
• Excellent communication skills and a strong service orientation
• Ability to manage multiple tasks and stay organized in a fast-paced environment
• Comfort learning technical concepts and using new tools
• Strong sense of accountability—you follow through even when the answer isn’t immediate
• Enthusiasm for growing product knowledge through training and certification
• Team-oriented with a commitment to learning and contributing to shared goals