Lead Customer Advocate

Webscale; Santa Clara (CA); On-site; USD 80,000 - 120,000; Full time

Job summary

Webscale is seeking a passionate Lead Customer Advocate to ensure the success and satisfaction of our valued customers. The successful candidate will work as a critical liaison between customers and internal teams, focusing on customer support, upsell opportunities, and relationship management in a dynamic environment. Key responsibilities include managing customer interactions, tracking progress, and collaborating with sales teams to foster customer satisfaction. If you have a strong background in customer success and enjoy working across teams, consider joining us to help our customers thrive.

Qualifications

• Proven experience in a customer-facing role, preferably in a B2B or SaaS environment.
• Ability to manage multiple priorities in a fast-paced environment.
• Self-motivated and results-oriented.

Responsibilities

• Act as a primary point of contact for customers, ensuring their success.
• Track and document the progress regarding customer needs.
• Manage customers post-go-live, ensuring satisfaction throughout their journey.

Skills

Customer success principles

Excellent communication

Interpersonal skills

Problem-solving

Analytical skills

Education

Bachelor’s degree in relevant field

Job description

We are seeking a highly motivated and customer-centric professional to join our team as a Lead Customer Advocate. In this role, you will be responsible for ensuring the successful execution and support of both net new and upsell contracts, from the initial signature to the go-live stage. You will serve as a crucial support link between our customers and internal teams, ensuring customer success and priorities are effectively managed and addressed.

Responsibilities

• Support position between the customer and internal teams : Act as a primary point of contact for customers, ensuring their success and priorities are properly classified and addressed. Collaborate with various stakeholders and groups to meet contractual obligations and ensure customer satisfaction.
• Availability during customers’ working hours : Be available during customers’ working hours to provide consultation, support, and assistance as needed. Ensure timely response and resolution of customer inquiries and issues.
• Progress tracking and documentation : Track and document the progress and challenges related to meeting customer needs. Maintain accurate records of customer interactions, activities, and milestones achieved.
• Sales proposal review : Review sales proposals to assess achievability and confirm alignment with current or approved offerings prior to closure. Provide recommendations and insights to ensure customer expectations are properly set and managed.
• Interface with Sales and Account Managers : Collaborate with the Sales and Account Management teams as needed. Provide input on strategy, opportunity alignment, and customer retention efforts. Foster strong relationships with stakeholders to enhance customer satisfaction and drive business growth.
• Post-go-live customer management : Take ownership of managing customers after they go live, supporting them throughout their journey. Help customers achieve milestones, address challenges, and maintain high levels of satisfaction.
• Upsell opportunities and liaison role : Assist with identifying upsell opportunities and act as a liaison between Sales and Support teams. Collaborate with Sales to nurture customer relationships and explore opportunities for expansion and growth.
• Top account management and scalability planning : Ensure that top accounts receive exceptional care and attention. Develop plans for scaling customer support and advocacy efforts to serve all customers effectively over time.

Requirements

• Bachelor’s degree in a relevant field or equivalent practical experience.
• Proven experience in a customer-facing role, preferably in a B2B or SaaS environment.
• Strong understanding of customer success principles and best practices.
• Excellent communication and interpersonal skills, with the ability to effectively engage with customers and internal teams.
• Ability to manage multiple priorities and work collaboratively in a fast-paced, dynamic environment.
• Strong problem-solving and analytical skills, with attention to detail.
• Demonstrated ability to drive customer satisfaction and build long-term relationships.
• Self-motivated, proactive, and results-oriented.
• Flexibility to work during customers’ working hours and accommodate occasional off-hours support when necessary.

If you are passionate about customer success, enjoy collaborating with cross-functional teams, and thrive in a dynamic environment, we encourage you to apply for the position of Lead Customer Advocate. Join our team and play a key role in ensuring the success and satisfaction of our valued customers.