Remote Customer Success Advocate

Placements24; Kempton Park; Remote; ZAR 240,000 - 420,000; Full time

Job summary

Placements24 is seeking a Remote Customer Success Advocate to manage a nationwide client portfolio and guide onboarding in a fully remote environment. You will build long-term relationships and ensure clients derive maximum value from the solutions.

In this role you will proactively identify churn risks, educate customers on features and best practices, and relay feedback to product and sales teams to drive retention and growth.

Qualifications

• Minimum of 2 years of experience in customer success.

Responsibilities

• Onboard and support a dedicated book of clients.
• Provide timely support for inquiries and issues via digital channels.
• Conduct regular check-ins and business reviews with clients.

Skills

Customer success

Job description

About the Role

Our client is seeking a dedicated and empathetic Remote Customer Success Advocate to join their growing virtual team, serving customers nationwide. This fully remote position is perfect for individuals passionate about fostering positive customer relationships and ensuring clients achieve maximum value from our client's innovative solutions. You will be the primary point of contact for a portfolio of customers, guiding them through onboarding, providing ongoing support, and proactively identifying opportunities to enhance their experience. The ideal candidate thrives in a remote work environment, possesses exceptional communication skills, and has a genuine desire to help others succeed. This role is critical in driving customer retention and loyalty.

Key Responsibilities

• Manage a dedicated book of clients, building strong, long-term relationships through proactive engagement.
• Onboard new customers, ensuring a smooth and successful integration with our client's services.
• Provide timely and effective support to address customer inquiries, technical issues, and general requests via various digital channels.
• Conduct regular check-ins and business reviews with clients to understand their goals and ensure satisfaction.
• Identify potential risks of churn and implement strategies to mitigate them.
• Educate customers on product features, best practices, and new updates to maximize their utilization.
• Act as the voice of the customer internally, relaying feedback to product, sales, and marketing teams.
• Track customer health metrics and report on key performance indicators to management.

Requirements

• Minimum of 2 years of experience in customer success,