Senior Customer Experience & Advocacy Engineer

Chocolatey Software; United States; Remote; USD 80,000 - 135,000; Full time

Benefits offered by this job

5 weeks of PTO

Medical/Dental benefits

Employer-sponsored retirement plan with company match

Flexible work environment

Job summary

A software management company is seeking a full-time Senior Customer Experience & Advocacy Engineer. You will build trusted relationships with customers, advocating for their needs and influencing product strategy. Ideal candidates have strong customer success experience, excellent communication skills, and familiarity with customer success tools. The role is remote with some travel, offering a competitive salary ranging from $80,000 to $135,000 annually.

Qualifications

• Experience in customer success or account management.
• Ability to build trusted relationships with customers.
• Experience in developing customer playbooks preferred.

Responsibilities

• Build relationships with customers and manage onboarding.
• Advocate for customer needs internally.
• Influence customer experience and maintain records of interactions.

Skills

Customer success expertise

Excellent communication skills

Analytical skills

Detail-oriented

Familiarity with customer success tools

Tools

Salesforce

Zendesk

Zoom

Trello

MS Excel

Confluence

Job description

Chocolatey Software is looking for a full-time Senior Customer Experience & Advocacy Engineer. You will own the customer voice by building trusted relationships with customers and ensuring their needs and feedback influence company decisions, product direction, and strategy. If you enjoy helping customers worldwide achieve their goals, we are looking for you.

Traits for Success

• You exude the qualities and core values of Chocolatey Software, foundational among which are loving automation, striving for simple, teaching others, and being humble.
• You enjoy helping people find solutions for their use cases and pain points.
• You live for the “Ah-ha!” moments. Seeing a customer fully grasp a concept they were struggling with helps get you out of bed in the morning.
• You’re a people person who enjoys talking with people from all over the world.
• You have a heart for teaching; you mentor others in a way that inspires them to do more.

Responsibilities

• Build relationships with customers over time, from managing the onboarding of new contracts, to facilitating reviews with existing engagements, to ensuring long-term success with Chocolatey for Business.
• Advocate internally for customer needs.
• Influence and pioneer the different customer playbooks (communication, onboarding, success, etc) and the customer experience from first contact through long-term product use.
• Maintain accurate records of customer interactions, decisions, and actions taken.
• Monitor customer health and risk indicators.
• Prepare and present publicly on Chocolatey at customer meetings and conferences.
• Participate in discussions with the community, prospects, and customers.
• Understand the products inside and out.
• Must be able to lift up to 20 pounds.
• Some travel may be required - about 10-20%.
• Other responsibilities as assigned.

Competencies

• Understands deadlines and strives to meet them.
• Experience in customer success or account management with B2B experience.
• Experience in developing customer playbooks and success frameworks preferred.
• Detail-oriented, critical thinking, and problem-solving.
• Thrives in a collaborative environment.
• Excellent communication skills with team, customers, and community.
• Analytical and strong organizational skills with excellent verbal and written ability.
• Expertise in conflict resolution.
• Customer-focused mindset.
• Familiarity with customer success tools (Salesforce, Zendesk, etc).
• Proficiency and knowledge of related software tools, including but not limited to Zoom, Trello, MS Excel, and Confluence.

Working for Chocolatey Software

Chocolatey Software is leading the way in how organizations can successfully automate their Windows environments. Chocolatey is a proven software management solution for Windows - hundreds of thousands of users and thousands of organizations, including Microsoft, look at Chocolatey as a solution for rapid deployment and management of software on all supported Windows platforms, including Docker containers and cloud environments.

We often hear that system engineers can spend hours manually deploying and configuring Windows software. Traditional tools are not built for modern automation, and gaining insights and consistency across IT environments is not always easy. Chocolatey for Business (C4B) has helped hundreds of system admins save time, reduce downtime, and accelerate deployments. Chocolatey helps organizations bridge the gap between current approaches and proven DevOps practices.

You will be part of the core team, helping drive greater customer adoption of this game-changing technology. The company is growing, and we are focused on everyone at Chocolatey Software having a real impact on the company and our customers every day. We are driven and focused, and we encourage creativity and collaboration.

United States Benefits include

• 5 weeks of PTO
• Medical/Dental benefits after 30 days
• Remote/Flexible work environment
• Employer-sponsored retirement plan with company match
• Other great benefits!

Global Benefits include

• Holiday Entitlement: 25 normal working days, plus all public banking holidays applicable to your country
• Workplace pension with company contribution (if applicable to your country)
• Remote/Flexible work environment
• Other great benefits!

Job Type: Full-time

Location:

• Remote: Yes
• Eligible Locations: USA, potentially other countries in North America
• Core Working Hours: Any overlap that covers 9-11 am Central Time Zone
• Travel Requirements: up to 20%
• Office Requirement: 2 weeks on initial onboarding, potentially annually for a week

Salary: $80,000 - $135,000 USD/year, depending on experience