Customer and Product Support Specialist

Customer Success Advocate

 

As part of our Customer Success team, you will have the responsibility of front-line customer care support for the number one Employee Performance Management Solution.

The Customer Success Advocate is a blend between reacting to customer needs while proactively delivering ongoing value via solution management. Account management specifically pertains to our installed client base. By ensuring a smooth transition after the initial client implementation process, the Account Manager will continue to build client trust and develop an understanding of the individual users and varied needs of each client.

Responsible for proactively managing relationships with assigned clients, and providing the highest level of customer satisfaction including the following components:

 Increasing user adoption via product utilization Metric optimization Ongoing consultative skills Education Customer care Client ownership Issue resolution Upgrade/migration responsibilities Process optimization Project Management

 

Who you are:

You have several years experience in an Account Management, Consulting, Project Management role and have supported (HR, HRIS, ERP, CRM....) software in a large, global 2000 company. You may have some experience working with a major ASP in Human Capital Management such as: Performance Management, Recruiting or Learning Management. You have a strong understanding of the technology trends in the Human Capital space.

 

What you need:Have an "I own it" attitude about deliverables and projects from start to finish Establish and maintain effective, friendly professional contact with appropriate executives and customer resources in assigned accounts. Reference-able clients are your goal. B.A. / B.S. in a technical or business field, or equivalent work experience; advanced degree in a related field preferred (Organizational Development, Organizational Effectiveness or HR). Excellent communication and presentation skills in order to effectively explain a solution to a customer's problems and the ability to document them for accurate future analysis. Strong presentation and sales skills. Ability to manage multiple, complex accounts. 2+ years customer service or relationship management skills or related experience. A positive attitude and the ability to perform under pressure. Above average phone and face-to-face communication skills. Computer skills and capacity to learn and appropriately use technical terms. 2+ years knowledge of organizational development and/or human resources functions.