Customer Success Advocate

Description

Your Mission

This opportunity allows you to work as a fully remote Customer Success Advocate in a booming industry for a premier cybersecurity company headquartered in Madison, SD. SBS has a people-focused, collaborative culture, with the opportunity to work on innovative projects for thousands of organizations throughout the U.S.

We are looking for a Customer Success Advocate who wants to grow their career in one of the fastest growing technology fields of cybersecurity. This role should pique your interest if you enjoy assisting customers with their questions and resolving any issues that arise, building relationships with a key group of SBS customers, and working cross-functionally to move SBS forward. This role will provide support for our TRAC software platform as well as our service delivery. You will be tapping into not just your technical expertise, but also your customer success and problem-solving skills. While focusing on supporting our customers will be the primary focus of this role, you will also have the ability to work on other areas of the SaaS application including product release functions and gain an extensive understanding of the services provided by SBS.

Why SBS CyberSecurity?

At SBS, we lead with people — not products. We believe culture is a competitive advantage, and we protect it as fiercely as we protect our clients’ data.

Here’s what sets us apart:

• Culture first. Passion, compassion, innovation, and empowerment aren’t just words on a wall — they guide how we show up every day.
• Flexibility built in. We’re a remote-friendly team that believes great work can happen anywhere.
• Growth mindset. We invest in your learning through certification reimbursements and professional development opportunities.
• Competitive total rewards. You’ll earn strong compensation and benefits with many premiums covered by the company.
• Purpose with profit. Your work directly impacts how community banks, credit unions, and other regulated industries protect their future.

What You’ll Do

• As a Customer Success Advocate, you will be a first point of contact for our customers, ensuring their questions and concerns are addressed quickly and with a focus on the customer. This includes
• Provide timely responses and resolutions for client inquiries received via phone, ticketing system and/or live chat requests
• Act as a Subject Matter Expert to the client
• Proactively identify sales opportunities and collaborate with Sales for follow-up
• Provide training for new clients as they transition to service
• Provide world-class service by exceeding client expectations
• Perform troubleshooting with customers to either resolve their issue or communicate the issue to our Development Team
• Determine minimal use-case to recreate, and solve issues, if possible, or provide concise details to Development Team for further analysis and resolution
• Consistently apply deductive problem-solving skills to investigate and solve a broad range of situations
• Proactively call clients, as needed, ensuring world class service
• Work collaboratively with the SBS Services team to answer questions and resolve issues related to service delivery
• Analyze each support request for root cause, determine if the issue could be prevented by changes in the software or business processes, and outline change recommendations
• Update and create online knowledgebase articles to reduce support requests
• Capture details of each support request in SBS’s ticketing system
• Create and update current and new department processes
• Participate in testing fixes provided by Software Development Team and confirm client satisfaction, where applicable
• Collaborate closely with Development Team to ensure SBS’s software is more intuitive, easier to deploy and easier to support
• Provide pre-sales technical support, as needed
• Recognize end-users’ needs for additional products and services

Qualifications

What You Bring

• Associate degree, or minimum of 2 years of college, required. Bachelor’s degree preferred.

• ​​Two to three years’ technical related experience in a fast-paced, collaborative client services team environment.

• Working knowledge of Microsoft Office products.

• Strong English communication skills—both verbal and written—are essential, along with the ability to comprehend and respond effectively to colleagues and clients.

• Banking experience is a plus

Supervisory Responsibility

This position has no supervisory responsibilities. 

Additional Details

This is a full-time position. This role would require occasional travel. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Evening and weekend work may be required as job duties demand. On rare occasions, this position may require some after-work hours due to workload or tight deadline.

Working Conditions

Primarily remote-based with some travel required. The role involves working with management, various business units, and clients to protect data and information from cyber-attacks.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is occasionally required to use hands to finger, handle or feel and reach with hands and arms.  The employee frequently is required to sit, use keyboard and mouse (or alternative input device), use telephone, and drive.  Employee will frequently lift 0-10 lbs and occasionally lift, up to 50 lbs.

Travel

This position requires up to 25% travel. Valid driver’s license required. Must also qualify for SBS insurance coverage.

Other Duties 

The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Accordingly, the employee will be expected to perform other duties as assigned. This job description is subject to change at any time. 

We comply with the ADA and consider reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential functions. 

PAY TRANSPARENCY NONDISCRIMINATION PROVISION We will not discharge or, in any other manner, discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty of the contractor to furnish information.

SBS CyberSecurity, LLC is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, or status of protected veteran.

For this remote, work from home position, you must currently reside, or willing to relocate to, one of the following states prior to first day of employment: AR, AZ, CO, FL, IA, ID, IL, KS, KY, LA, MD, MI, MN, MO, MS, NC, ND, NE, NJ, NM, NY, OH, OK, OR, SC, SD, TN, TX, UT, VA, WI.

EEO/AA/M/F/Veteran/Disabled