Customer Advocate Manager

United States / Customer Success Management


As the Customer Advocate Manager you will provide both proactive communication and a reactive service to customers, forming a relationship with the customer to provide the best possible service and act as liaison with client’s internal departments to find solutions. You will manage accounts and understand the customer’s roadmap from a software enterprise perspective and how services and solutions can be optimized and improved from a service delivery perspective.

Duties and responsibilities

  • Act as a point of contact for customer support and sales inquiries
  • Meet personal/team qualitative and quantitative targets including engagement rates and “fan” customers
  • Keep customer updated with timely and frequent information about progress towards resolving issue or product updates to improve the overall customer experience
  • Interact with cross functional teams (Support Renewals, Marketing, Support Delivery, Product Management, Educational and Professional Services)
  • Frequently attend training sessions and improve knowledge of client’s processes, use knowledge to assist and educate customers
  • Maintain and update client database by reconciling and updating customer information in internal systems
  • Take ownership of accounts assigned with minimal supervision
  • Work as a team player
  • Administrative tasks for assigned accounts and as assigned by manager
  • Perform other related duties as assigned

Education and experience

  • High school diploma or equivalent
  • Minimum three years work-related experience in customer-relationships position or similar
  • Proven ability to thrive and deliver results working autonomously
  • Ability to multitask, set priorities and drive outstanding items to completion
  • Navigating multiple screens of internal tools
  • Strong focus on problem-solving and addressing issues proactively
  • Energetic self-starter, with a drive to excel

Preferred skills/qualifications

  • IT background (software preferred)
  • Experience in customer care, quality assurance or IT (problem-solving, analyzing information, multi-tasking) or any related field
  • Demonstrates strong relationship building skills with attention to detail
  • Advanced knowledge of Microsoft Excel and other MS Office applications
  • Strong phone, verbal and written communication skills along with active listening
  • High-energy and strong personal management skills, ability to respond quickly to changing priorities

Physical demands and work environment

  • Noise level in work environment is usually moderate
  • Must remain in a stationary position 90 percent of the time
  • Ability to move about inside the office to access file cabinets, office machinery, etc
  • Repetitive motion – constantly operates a computer and other office productivity machinery
  • Ability to position self to pick up or move light equipment from floor or reach objects overhead
  • Occasionally pushing, pulling or lifting up to 20 lbs
  • Ability to speak and hear on telephone headset
  • Ability to observe and manipulate two computer screens simultaneously for extended periods