2 Lead Customer Success Advocate Remote jobs in whatjobs
Lead Customer Success Advocate - Remote
Posted 14 days ago
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Job Description
Our client is looking for an exceptional Lead Customer Success Advocate to manage and enhance customer relationships through dedicated remote support. In this vital role, you will serve as the primary point of contact for a portfolio of clients, ensuring their satisfaction and maximizing their value from our services. Your responsibilities will include understanding customer needs, proactively addressing issues, providing technical guidance, and driving product adoption. You will also be responsible for training junior support staff, developing best practice guides, and contributing to the overall improvement of our customer service strategies. This position demands outstanding communication skills, empathy, and a passion for delivering top-tier support. The ability to troubleshoot effectively, manage multiple client accounts simultaneously, and maintain detailed records within a CRM system is crucial. We expect candidates to be adept at using various communication platforms, including video conferencing, live chat, and email, to foster strong client connections. A background in customer service, technical support, or account management, with a proven track record of success, is required. While the role is fully remote, fostering a collaborative spirit within the team is paramount. You will be empowered to take ownership of customer issues and provide innovative solutions. A bachelor's degree or equivalent experience in a relevant field is preferred. If you are a driven individual with a talent for building rapport and a commitment to exceptional customer experiences, we encourage you to apply for this exciting opportunity to contribute to our remote operations. This role is centered around supporting clients remotely, with a conceptual base in Kisumu, Kisumu, KE .
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Lead Customer Success Advocate (Remote)
Posted 13 days ago
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Job Description
Our client is looking for a passionate and skilled Lead Customer Success Advocate to join their fully remote team. Based virtually with a focus on clients in the Kisumu, Kisumu, KE region, this role is pivotal in ensuring exceptional customer experiences and fostering long-term client relationships. You will be the primary point of contact for a dedicated portfolio of clients, proactively engaging with them to understand their needs, address challenges, and guide them towards achieving their goals using our client's products and services. Responsibilities include managing inbound customer inquiries via multiple channels (phone, email, chat), providing timely and accurate resolutions, escalating complex issues to appropriate internal teams, and documenting all interactions in the CRM system. As a Lead, you will also mentor and train junior customer success representatives, develop best practice guidelines, and contribute to the continuous improvement of customer support processes. Proactive outreach to clients to gather feedback, identify upsell or cross-sell opportunities, and ensure client satisfaction and retention are key performance indicators. The ideal candidate will possess outstanding communication, problem-solving, and active listening skills, coupled with a patient and empathetic demeanor. Previous experience in a customer-facing role, preferably in a SaaS or technology environment, is essential. A strong understanding of customer relationship management principles and experience with helpdesk software are required. You should be adept at managing multiple priorities, working efficiently under pressure, and maintaining a positive attitude. This remote role requires self-discipline, excellent time management, and a commitment to delivering superior customer service from the comfort of your home office. We are seeking individuals who are driven by a desire to help others succeed and who thrive in a collaborative, remote-first environment. This is an excellent opportunity for a seasoned professional to make a significant impact on customer loyalty and company growth.
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