We are seeking a Customer Success Advocate (CSA) to build a strong relationship with a select group of clients. You will be the advocate for your clients. Your success is your client’s success. As their CSA you will be responsible for managing the day-to-day and ensuring your clients are realizing the highest value from our platform. Your goal is to create relationships that result in your ability to implement programs that increase retention, drive revenue growth, and expand the client’s awareness and utilization of the full suite of services.
As a Customer Success Advocate, you will be focused on three key areas, retention, growth, and advocacy. Driving deep engagement to build lasting relationships with your clients is the key to achieving success across these three focus areas. A qualified CSA will excel in and be responsible for:

• Building trusted relationships with clients and delight them at every turn.
• Fully understand clients (and contacts) and identify what is needed to retain and grow them.
• Develop a deep understand of our platform to have discussions with clients regarding current products and services.
• Work with clients to implement programs that drive higher retention.
• Develop trusted relationships with clients that leads to customer references.
• Keep accurate records of all client communications and document EPIC.
• Keep relevant teams informed of any issues/changes that may impact the relationship with a client.
• It is imperative for the CSA to maintain a sense of urgency and manage customer communications so that a client is never left wondering.
• The CSA must be ready at any time to work with a client that is identified at risk and attempt to save the client. Revenue retention is critical.
• Proactive communication with clients is a must. Keeping clients informed about new product enhancements/new product releases, best practices & problem resolution.
• Sharing best practices so that you are consistently adding value to the clients is paramount.
• The CSA must use excellent interpersonal skills to quarterback growth initiatives and issue resolution plans with internal resources to create Stewardship reports and RFP presentations via Zeck.
• Provide high quality service to existing clients in a timely manner.
• Work with Team Leads to research and develop new strategies in resolving client issues and concerns.
• Generate reports, manage, maintain, and analyze data as it relates to client management.
• Develops and maintains an ongoing consultative relationship with the customer through regular engagement with key stakeholders to review satisfaction and utilization of products/solutions, share best practices, determine progress to organizational goals, and identify ongoing customer needs.
• Solicits regular customer feedback and communicates responses accordingly to Team Leads, Producers, Training, and Operations.
• Utilizes data to analyze product utilization and adoption.
• Proactively intervenes where opportunities exist to improve utilization/adoption and ensure ongoing customer retention and growth.
• Maintains Salesforce documentation of customer engagement activities to ensure service continuity.
• Collaborates with Team Leads, Producers, Training, and Operations to ensure seamless interactions with our customers.
• Collaborates with product managers/owners of assigned solutions to ensure ongoing understanding of product design and metrics for customer success.
• Collaborates with Team Leads, Producers, and Client Managers to develop onboarding plans for assigned products.
• Collaborates with Team Leads, Producers, and Client Managers on account renewal strategy.
• Provides advisory support in pre-sales discussions to articulate the role of the Client Success Advocate in supporting the customer.
• Collaborates with Team Leads, Producers, and Client Managers to develop customer facing materials for assigned products.
• Identifies and nurtures referenceable accounts and assists to capture the customers success story.
• Increase customer satisfaction and retention by understanding customers’ needs and flagging and mitigating churn risk.
• Collaborate cross-functionally to solve customer issues as the basis for customer retention and growth.
• Identify and/or develop upsell opportunities and partner with appropriate teams to progress.