n2y is hiring a
Customer Success Advocate

Summary

Join our team as a Customer Success Advocate and play a key role in ensuring successful product implementation with our customers. As a CSA, you will deliver effective presentations virtually and support customers 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.

Requirements

• 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

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

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k) savings plan with company matching
• Flexible time off plans