Position: Customer Success Advocate (Customer Support & Retention Manager)
The Customer Success Advocate is directly responsible for customer support & retention. You will be the go-to contact for each of our customers, providing them with post-sales training, platform expertise and ongoing support. Work directly with company Co-Founder and COO to define your role and help expand business operations.
Core Responsibilities:
- Develop and maintain deep expertise in the company products and services to provide value to customers.
- Quickly learn concepts, terminology, and methodology within the context of various online marketing and lead generation verticals such as dating, insurance, automotive and education.
- Establish relationships with customers through ongoing communication and drive successful usage of the Lead Wrench platform.
- Contribute solutions that positively impact the business and our customers, ideally becoming a trusted advisor to the customer.
- Provide Phone, email and Skype support to customers. Provide timely, thorough and helpful responses.
- Manage and create product support documentation and facilitate access to this knowledge for internal and external customers.
- Act as a liaison between customers and Product Management to advocate customer needs and to document and report feedback to drive product development and issue resolution.
- Create/manage/follow-up on customer-related projects and to-do items in our project management system (Basecamp), collaborate with appropriate team members as needed to resolve customer issues.
- Document customer communications and update contact information as needed in Highrise CRM.
- Identify and report common hurdles for new customers to fast-track successful implimentation of Lead Wrench products and services.
- Find and share great examples of how customers are using Lead Wrench through case studies and success stories.
- Design, develop and coordinate customer communication strategies like email drip marketing, social media and blog posts.
- Work with Sales team to develop and refine lead generation and nurturing processes by sharing insights into the minds of existing customer base.
- Contribute to the refinement of processes and development of role by working directly with company Co-Founders.
Additional Responsibilities:
- Assist in document management for proper bookkeeping/record keeping (scan and digitally file documents).
- Coordinate travel, internal events and customer appreciation programs.
- Assist in other areas of company business as needed.
Desired Skills & Experience:
- Excellent presentation and communication skills (verbal and written).
- 2 years or more experience with online affiliate marketing or lead generation.
- Experience with communicating the value proposition of technology solutions, and ongoing relationship building with individuals at junior, middle, and upper management positions.
- Successful experience implementing and managing process workflows.
- Product oriented, with strong troubleshooting skills plus proven ability to define problems and solve operational challenges.
- You have a good technical understanding and can pick up new tools quickly.
- Prior experience using Project Management and Customer Relationship Management programs and tools is greatly preferred.
This position is full time and in-office, based in Tampa, FL.
To be considered, please send your resume and cover letter to: jobs@leadwrench.com.
