Client Success Advocate

4 недель назад

Киев, Киев, Украина SIGL:IO Полный рабочий день

We are seeking a Client Success Advocate who can support our clients, build relationships with them, and provide coaching where applicable. The ideal candidate should be able to efficiently communicate SaaS product and service information, business process and pricing changes, and media buying strategy and tips.

As our Client Success Advocate, your responsibilities include supporting our clients as they transition from sales prospects to building close relationships that will last beyond any one program or product-purchase process.

The ideal candidate must be comfortable with providing product demonstrations and coaching sessions to our clients. They should be able to perform regular customer health checks to increase revenue potential and retention and reduce churn.

Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely and professional manner.

Key Responsibilities:
  • Assist clients with setting up and navigating programs or software
  • Build strong relationships with our clients
  • Promote the value of our SaaS products and services
  • Set up and implement SOPs for all client communications
  • Cross-sell and upsell services and products
  • Assist in creating training courses and educational materials
  • Manage customer communication channels (Slack, live chat, messaging platforms, etc.) to effectively deliver world-class customer service
  • Manage churn and increase client retention
  • Create onboarding processes using in-house tools and systems
  • Educate, coach, and train clients to ensure they get maximum value from our products, services, and programs
  • Drive account expansion with contextual offers, thus growing client lifetime value
  • Collect customer feedback and close feedback loops
  • Map customer success journeys to spot and remove friction
  • Liaise with the sales team to understand customer needs and pain points
  • Liaise with the marketing team for better user insights

Requirements and Skills:

  • Strong listening and communication skills
  • Presentable as this is a customer-facing role
  • Proven work experience as a Customer Success Manager, Customer Coach, or similar role
  • Experience working in digital marketing, media buying, coaching, and promoting value through customer experience
  • Exceptional ability to communicate and foster positive business relationships
  • Technical skills required, as the role involves the use of SaaS products and services
  • Accountability and personal organization are essential
  • Empathy
  • Data-savviness
  • Relationship building and management
  • Problem-solving

Added Bonus - Facebook marketing experience for high-risk niches (casino, nutra, crypto, dating, etc.)

This is a new role, so you have the ability to apply your personal touch to the position. It is a greenfields, start-from-scratch opportunity, so there is plenty of room for innovation.

You have a great opportunity to learn from a fast-growing SaaS company building cutting-edge technology in the media buying industry focused on high-risk niches.

This is a full-time or close-to-full-time position that requires a minimum of 30 hours per week.

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