The Customer Success Advocate (CSA) ensures a successful product implementation with our customers at the heart. The CSA delivers effective presentations virtually and also supports the customer by phone and email. This position requires skills in customer management and a passion for engaging customers and expanding their usage with identified n2y products. The CSA navigates complex discussions while building strong relationships in an organized and detailed manner. This position relies on impeccable relationship skills and creating win/win environments for all parties. Your goal will be to influence the account administrators by guiding the customer on the journey of adoption while strategically collaborating internally on a consistent basis.

This role will serve a territory that includes Pennsylvania, Delaware, Maryland, and New Jersey, and approximately 25% travel within the territory will be required. 

Key Responsibilities:

• Own service relationship with assigned clients, which includes increasing adoption, ensuring retention and satisfaction.

• Partner with assigned sales rep to create a seamless handoff and drive customer lifecycle and renewal. 

• Work closely with the sales and training teams to share customer insights that inform additional product and service sales opportunities.

• Evaluate opportunities to increase customer satisfaction and retention.

• Service the client with a white glove approach at the point of sale (onboarding, implementing) and with other identified goals.

• Establish a trusted advisor relationship with each assigned client and drive continued value of n2y products.

• Prepare and promote customers for advocacy of our products.

• Collect feedback, initiate pilots or other business-identified goals with assigned clients.

• Work with clients to establish implementation plans, onboarding and other organizational goals.

• Monitor the health of assigned customers throughout their cycle and intervene at recognized milestones or touchpoints.

• Advocate customer needs/issues cross-departmentally.

• Contribute to the development and design of tools, processes and best practices to support the pre-sale onboarding, and implementation stages.

Desired Skills and Qualifications:

• Bachelor’s Degree in related discipline required.

• 2-4 years of education experience and/or advanced customer service experience.

• Experience with Salesforce preferred.

• Understanding of SaaS products and services.

• Passionate about customer success and improving outcomes with technology.

• Proficient with word processing and spreadsheet applications and webinar hosting or virtual meeting tools.

• Impeccable written and verbal communication skills with exceptional critical thinking skills.

• Proven track record of managing multiple concurrent projects with varying complexity levels.

• Strong presentation skills and familiarity presenting to individuals and clients of all sizes.

• Great problem-solving skills and taking a consultative approach to finding the best solution.

• Must be a self- starter, and eager to learn.

• Customer-oriented attitude.

• Top-notch organization and attention to detail.

• Approximately 25% of regional-based travel is required for this role.