Client Success Advocate

Responsibilities

• Proactively communicate and collaborate with stakeholders to understand and analyze client needs, current client statuses, updates on client issues, and client temperaments.
• Responsible for the coordination of cross-functional resources (Support, Sales, Development, Product, Implementation) to support clients with the resolution of various issues.
• Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.
• Meet regularly (weekly, bi-weekly, monthly based on client need) with clients to address issues and drive resolutions.
• Work closely with the Software Support Director to ensure seamless communication and coordination.
• Successfully engage in multiple initiatives simultaneously.
• Align with Product Owners and meet regularly to understand product roadmap.
• Document and advise clients on operational best practices.
• Perform other client success tasks as needed to support the overall success of the department.
• Represents thecompany in the most positive manner internally and in the communities we serve.

Qualifications

• BS/BA degree in related field or equivalent experience is desired. 2-4 years of customer service/success experience.
• Knowledge/experience in Payroll, finance and/or payment process.
• An entrepreneurial spirit and a desire to be proactive.
• Excellent planning, organizational skills, and ability to follow-through until tasks are completed.
• Proven ability to problem-solve and maintain composure in high-pressure situations.
• Self-motivated, proactive, and able to work independently or as part of a team.
• Excellent interpersonal skills including verbal and written communication, teamwork, and customer service skills.
• Proficient in Microsoft Word, Excel, and PowerPoint.