Strategic Customer Advocate Lead

Fortra; Canada; On-site; CAD 90,000 - 100,000; Full time

Job summary

Fortra is seeking a Customer Advocacy Manager in Canada to manage strategic customers and act as a trusted advisor between customers and internal Secure Data Exchange teams. You will drive positive customer experiences, champion customer needs, and translate the voice of customers into product feedback to grow the footprint.

The role requires strong relationship skills, deep product understanding, and the ability to coordinate cross-functional teams.

Qualifications

• 3+ years relevant customer success or 5+ years of support experience with any relevant industry experience (e.g. MFT, cloud, Automation) highly desirable.
• Bachelor’s degree in Computer Science/MIS, or equivalent combination of education and experience
• Familiarity and knowledge of IT, Managed File Transfer and cloud technology concepts.
• Experience with account management in CRM systems (Dynamics and Salesforce).
• Strong interpersonal, written, and verbal communication and negotiation skills.
• Active listening skills, with ability to understand customer needs, ask effective questions, and build trusted relationships.
• Able to confidently challenge and influence internal stakeholders when necessary.
• Excellent attention to detail and good creative problem-solving abilities. Ability and willingness to travel.

Responsibilities

• Build strong, trusted, and influential relationships with customers and the Secure Data Exchange organization.
• Provide leadership and day-to-day direction for the delivery of Secure Data Exchange services to customers.
• Assist with all facets of customer retention including proactive risk identification and mitigation.
• Develop and maintain effective communication with customers on a regular basis.
• Liaise between customers and Secure Data Exchange Support, Product, Sales, Development, and Cloud teams to resolve customer needs and concerns.
• Develop strong understanding of Secure Data Exchange products, customer use cases, and specific values to each of the customers under management.
• Own and coordinate the Root Cause Analysis process, working cross-functionally to gather the required information and drive timely, accurate outcomes.

Skills

Client relationship management

Communication skills

Negotiation

Active listening

Education

Bachelor’s degree in Computer Science/MIS

Tools

Dynamics

Salesforce

Job description

Fortra is seeking a Customer Advocacy Manager in Canada to manage strategic customers and act as a trusted advisor between customers and internal Secure Data Exchange teams. You will drive positive customer experiences, champion customer needs, and translate the voice of customers into product feedback to grow the footprint.

The role requires strong relationship skills, deep product understanding, and the ability to coordinate cross-functional teams.