Enterprise Support Advocate, B2B SaaS Success

Trellix; Los Abades; Presencial; COP 40.000.000 - 70.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Retirement Plans

Medical, Dental and Vision Coverage

Paid Time Off

Paid Parental Leave

Support for Community Involvement

Descripción de la vacante

Trellix is seeking a Thrive Support Advocate to act as the primary escalation and operational partner for large enterprise accounts. You will help customers maximize the value of Trellix support services, streamline workflows, and maintain visibility into the customer experience.

In this non-technical role, you will collaborate with Support and Engineering teams, prepare regular reports, guide Flex Credit usage, and promote best practices to improve platform adoption and satisfaction.

Formación

• Role type: non-technical customer success or account management professional, but a technical background is a plus.
• Core competencies include account management, clear communication, analytical reporting, organizational skills, conflict resolution, and strong interpersonal skills.
• Experience managing complex enterprise accounts in B2B SaaS.
• Weekend and on-call: rotational shifts as needed.
• Must be fluent in English and Spanish. Portuguese is a plus.

Responsabilidades

• Primary Operational Escalation Point: Serve as the primary contact for non-technical support inquiries, operational issues, and service escalations.
• Regular Account Reporting: Prepare and deliver reports covering service request statuses, ticket health, flex credit consumption, and operational best practice recommendations.
• Flex Credit Management: Collaborate with account teams to guide the optimal consumption of Flex Credits, maximizing cross-service adoption and return on investment.
• Cross-Functional Collaboration: Partner closely with Support resources, Engineering resources and account teams to provide a unified support experience.
• Customer Best Practices: Assist customer teams in adopting operational best practices to streamline support interactions and improve overall platform satisfaction.

Conocimientos

Account management

Clear communication

Analytical reporting

Organizational skills

Conflict resolution

Interpersonal skills

Descripción del empleo

Trellix is seeking a Thrive Support Advocate to act as the primary escalation and operational partner for large enterprise accounts. You will help customers maximize the value of Trellix support services, streamline workflows, and maintain visibility into the customer experience.

In this non-technical role, you will collaborate with Support and Engineering teams, prepare regular reports, guide Flex Credit usage, and promote best practices to improve platform adoption and satisfaction.