2 Lead Customer Success Advocate jobs in whatjobs
Job Description
Are you passionate about providing unparalleled support and building lasting relationships? Our client is looking for a highly motivated and experienced Lead Customer Success Advocate to join their thriving, fully remote customer service team. This role is integral to ensuring our clients' customers receive outstanding assistance, fostering loyalty, and driving satisfaction. You will be the primary point of contact for escalated customer issues, providing expert solutions and guidance. Your responsibilities will include managing a queue of support tickets, responding to customer inquiries via multiple channels (email, chat, phone), and troubleshooting technical or service-related problems. A key aspect of this role involves collaborating with internal teams to resolve complex issues and identify trends to improve our products and services. You will also be responsible for creating and maintaining support documentation, FAQs, and training materials for both customers and junior support staff. We are seeking an individual with exceptional communication and problem-solving skills, a proactive approach to customer engagement, and a genuine desire to help others. The ability to work independently, prioritize tasks effectively, and maintain a positive attitude in a fast-paced remote environment is essential. This position offers a rewarding career path with opportunities for growth, all while working from the convenience of your chosen location. Become a vital part of our client's mission to deliver exceptional customer experiences, supporting customers in the vicinity of Eldoret, Uasin Gishu, KE .
This advertiser has chosen not to accept applicants from your region.
0
Lead Customer Success Advocate
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Lead Customer Success Advocate to foster strong relationships with their user base. This is a fully remote position, enabling you to provide exceptional support from any location. You will be responsible for guiding customers through their journey, ensuring they derive maximum value from our client's products and services. This role requires a blend of strong communication skills, problem-solving abilities, and a passion for customer satisfaction. As a Lead, you will also mentor junior team members and contribute to the development of best practices within the customer success function. Your proactive engagement will be key to driving customer loyalty and retention.
Responsibilities:
Qualifications:
Responsibilities:
- Serve as the primary point of contact for a portfolio of customers, building strong, trust-based relationships.
- Proactively engage with customers to understand their needs, goals, and challenges.
- Onboard new customers, providing comprehensive guidance and training on product features and best practices.
- Monitor customer health scores and proactively intervene to address potential issues before they escalate.
- Identify opportunities to upsell or cross-sell relevant products and services based on customer needs.
- Conduct regular business reviews with key accounts to ensure continued value realization.
- Collaborate with product, sales, and support teams to advocate for customer needs and provide feedback for product improvement.
- Develop and implement strategies to improve customer satisfaction, retention, and advocacy.
- Mentor and coach junior Customer Success Advocates, providing guidance and support.
- Contribute to the creation and improvement of customer success resources, including FAQs, knowledge base articles, and tutorials.
- Track and analyze customer feedback, identifying trends and recommending strategic adjustments.
- Manage customer escalations, ensuring timely and satisfactory resolution.
Qualifications:
- Bachelor's degree in Business, Communications, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in customer success, account management, or a client-facing role within the technology sector.
- Proven ability to build and maintain strong customer relationships.
- Excellent communication, presentation, and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Experience with CRM software and customer success platforms.
- Demonstrated leadership skills and experience mentoring team members.
- Ability to manage multiple priorities and work effectively in a fast-paced, remote environment.
- A proactive, solutions-oriented approach to customer service.
- Passion for understanding customer needs and driving their success.
This advertiser has chosen not to accept applicants from your region.
Be The First To Know
About the latest Lead customer success advocate Jobs in Kenya !
1