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Customer Advocacy Support Executive 



Customer Service
Posted on Wednesday, June 19, 2024

Customer Advocacy Support Executive

Remote Position available for candidates only.

We are a leading software provider of Item Chain Management solutions to consumer brand, retail, and industrial enterprises around the globe. We also provide development services and support to third-party customers across the globe.

Team members must be comfortable working virtually as part of one or more customer engagements, with customers located in multiple geographies, and be willing to adjust schedules to meet the specific project's needs.

Position Location - USA (Remote).

Time Zone Requirements - This team operates on the East Coast time zone.

We are seeking a Customer Advocacy Support Executive with a project manager mindset and skill set, along with SaaS industry experience. This role involves providing operational and engagement support for assigned accounts. The ideal candidate will have an advanced level of English, excellent communication skills, and a background as a project manager. Although this is a junior role, prior experience is required.

How you’ll make an impact:

The Customer Advocacy Support Executive is expected to:

  • You will provide direct support to Customer Advocacy Managers working closely with them to support strategic and tactical initiatives.
  • Report into Senior Director of Customer Advocacy.
  • You will support a portfolio of clients, setup and support client training plans, support client questionnaires, coordinate product updates with clients, and support payment management for clients and SI’s.
  • You will provide operational and engagement support related to assigned accounts.
  • Supporting environment setups, decommissions, upsizing and downsizing as needed.
  • Provide and report on high-level project oversight.
  • Coordinate, schedule, and follow-up on technical advisory services and engagements.
  • Internally coordinate with product, support, marketing, DevOps and sales to support client and CAM requests.
  • Follow up on contracts with SI’s and Clients regarding SOW’s and payments.
  • Facilitate client questions and requests in relation to SLA reporting, security questions, vendor compliance, etc.
  • Ability to push things forward, get to done-done.

What we’re looking for:

Minimum requirements:

  • C1-C2 English level - Excellent verbal and written skills
  • 1+ years of experience as Customer Advocacy Support Executive
  • Experience in the SaaS industry, preferably managing accounts and/or engagements.
  • Experience Supporting SOW and TA related contracting efforts
  • Experience with Zendesk, Jira, and Slack
  • Must have technical knowledge/ background and a desire to learn the Unqork platform
  • Project Manager mindset (Previous experience nice to have).
  • Strong problem-solving abilities.
  • Strong organizational skills and attention to detail.
  • Ability to manage multiple tasks and deadlines.
  • The ability to take direction and ownership of any and all assigned tasks.
  • Combination of both service orientation and solution-minded approach

What you’ll love:

  • 100% Remote
  • Contractor position available for Latin American candidates
  • Holidays Off
  • Paid Time Off
  • Health insurance assistance program.
  • Competitive Pay (USD)
  • Excellent teamwork and work environment
  • Training