Customer Success Advocate - Philadelphia, United States - n2y

Description

This role will serve a territory that includes Pennsylvania, Delaware, Maryland, and New Jersey, and approximately 25% travel within the territory will be required.

Key Responsibilities:

• Own service relationship with assigned clients, which includes increasing adoption, ensuring retention and satisfaction.
• Partner with assigned sales rep to create a seamless handoff and drive customer lifecycle and renewal.
• Work closely with the sales and training teams to share customer insights that inform additional product and service sales opportunities.
• Evaluate opportunities to increase customer satisfaction and retention.
• Service the client with a white glove approach at the point of sale (onboarding, implementing) and with other identified goals.
• Establish a trusted advisor relationship with each assigned client and drive continued value of n2y products.
• Prepare and promote customers for advocacy of our products.
• Collect feedback, initiate pilots or other businessidentified goals with assigned clients.
• Work with clients to establish implementation plans, onboarding and other organizational goals.
• Monitor the health of assigned customers throughout their cycle and intervene at recognized milestones or touchpoints.
• Advocate customer needs/issues crossdepartmentally.
• Contribute to the development and design of tools, processes and best practices to support the presale onboarding, and implementation stages.

Desired Skills and Qualifications:

• Bachelor's Degree in related discipline required.
• 24 years of education experience and/or advanced customer service experience.
• Experience with Salesforce preferred.
• Understanding of SaaS products and services.
• Passionate about customer success and improving outcomes with technology.
• Impeccable written and verbal communication skills with exceptional critical thinking skills.
• Proven track record of managing multiple concurrent projects with varying complexity levels.
• Strong presentation skills and familiarity presenting to individuals and clients of all sizes.
• Great problemsolving skills and taking a consultative approach to finding the best solution.
• Must be a self

- starter, and eager to learn.

• Customeroriented attitude.
• Topnotch organization and attention to detail.
• Approximately 25% of regionalbased travel is required for this role.

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n2y cultivates a fun, collaborative and innovative work environment where diversity is embraced, encouraged, and empowered. Our teams are diligent, informed, and tireless in their work serving individuals with special needs. n2y's team members are encouraged to learn, work, play, serve, donate, communicate, and advocate.

We keep the needs of individuals with disabilities at the forefront of each day with outstanding teammates to help us meet those needs.

n2y offers a competitive compensation and benefits package including health, dental, vision, life, and disability insurance. It also has a company matching 401(k) savings plan.

n2y is committed to providing a Drug-Free Workplace for all employees.

n2y is an Equal Employment Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

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