Customer Success Advocate

Placements24; Kempton Park; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Placements24 is seeking a Customer Success Advocate for an on-site role in Tembisa, Gauteng. You will champion the user base, build lasting relationships, onboard new customers, and ensure they get maximum value from the platform.

You will monitor customer health, respond promptly to inquiries, conduct reviews, educate on features, gather feedback, identify churn risks, and advocate for customers across internal teams to improve product and service quality.

Responsibilities

• Build and maintain strong, long-lasting relationships with a portfolio of assigned customers.
• Onboard new customers, ensuring they are set up for success and understand the platform's features.
• Proactively monitor customer health and engagement, identifying potential risks and opportunities.
• Respond to customer inquiries and issues promptly and effectively, ensuring high levels of satisfaction.
• Conduct regular check-ins and business reviews with customers to discuss their goals and progress.
• Educate customers on new features, best practices, and how to maximize value from our client's services.
• Gather customer feedback and insights, relaying them to internal teams for product and service improvements.
• Identify and escape churn risks to management and develop mitigation strategies.
• Act as the voice of the customer within the organization, advocating for their needs.

Skills

Customer relationship management

Onboarding

Customer support

Communication

Problem solving

Job description

About the Role

Our client is a rapidly expanding e-commerce platform seeking a dedicated Customer Success Advocate to champion their user base in Tembisa, Gauteng . This is a crucial on-site role focused on building strong relationships, ensuring customer satisfaction, and proactively addressing user needs to enhance their experience. You will be at the forefront of customer interaction, acting as a trusted advisor and problem-solver. We are looking for an individual who is passionate about delivering exceptional service and contributing to the overall growth and retention of our client's customer portfolio. This role is perfect for a proactive and empathetic individual eager to make a significant impact in a customer-facing position within a thriving business environment. The successful candidate will embody our client's commitment to unparalleled customer care.

Key Responsibilities

• Build and maintain strong, long-lasting relationships with a portfolio of assigned customers.
• Onboard new customers, ensuring they are set up for success and understand the platform's features.
• Proactively monitor customer health and engagement, identifying potential risks and opportunities.
• Respond to customer inquiries and issues promptly and effectively, ensuring high levels of satisfaction.
• Conduct regular check-ins and business reviews with customers to discuss their goals and progress.
• Educate customers on new features, best practices, and how to maximize value from our client's services.
• Gather customer feedback and insights, relaying them to internal teams for product and service improvements.
• Identify and escape churn risks to management and develop mitigation strategies.
• Act as the voice of the customer within the organization, advocating for their needs.
• Document all customer interactions and