Remote Principal Customer Advocacy Manager

Summary

Join Unqork, the first Enterprise App Cloud solution, as a Customer Success Manager and make an impact by overseeing client portfolios, guiding customers through technical and business solutions, and developing customer success strategies.

Requirements

• 7+ years of experience in customer success, consulting, project management, sales or similar client facing role relating to SaaS organizations - especially growing organizations with minimal structure
• Specific experience in client relationship management, technical delivery, product management, utilizing metrics driven decisions, and managing a portfolio of key customers
• Must have technical knowledge and a desire to learn the Unqork platform
• Combination of both service orientation and solution-minded approach
• Financial Services and/or Insurance experience is required

Responsibilities

• Report into Senior Director of Customer Success
• Overssee a portfolio of clients
• Be a partner with clients, internal teams and SI’s in the delivery of Unqork's platform and services
• Guide customers through technical and business solutions to promote greater adoption, value, and usage of Unqork
• Be a strategic, long-term relationship manager; you will provide continuity from sale to production and beyond
• Ensure client needs are met at the highest level of quality regardless of delivery model and resources assigned
• Support ongoing account management, maintain and follow customer journeys, delivering value at every interaction with the customer
• Develop and execute customer success strategies, ensuring adherence to all best practices, compliance to agreed-upon roles/responsibilities
• Track and manage renewals, including appropriate teams as needed
• Support expanding use of Unqork: identify and drive expansion within accounts
• Educate clients on solutions, including new features and functionality
• Advocate for client needs including feature requests, and production support resolution
• Analyze client production support tickets and share strategic findings with clients
• Utilize health and success metrics to monitor portfolio and application usage to drive success strategy
• Partner with Unqork Platform and Solutions teams on productization, templates, and features
• Communicate platform updates including new features and functionality and work with clients to build a test regimen; release management
• Partner with internal teams to drive success of accounts

Benefits

• ���� Work from home with a remote-first community
• ���� Unlimited PTO (and the encouragement to use it)
• ���� Student loan payback program
• ���� 100% employer-covered medical, dental, and vision options available to you and your dependents
• ���� Flexible Spending Account (FSA)
• ���� Monthly stipend toward your WFH setup, vacation, development and more
• ���� Employer-sponsored 401(k) with contribution match
• ���� Robust DEI Program that compensates ERSG leaders for their efforts
• ����🏻‍♀️ Subsidized ClassPass Membership
• ���� Generous Paid Parental Leave