Full-Time Customer Advocate
Cority is hiring a remote Full-Time Customer Advocate. The career level for this job opening is Experienced and is accepting Canada based applicants remotely. Read complete job description before applying.
Cority
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We are currently looking for a dynamic and motivated individual to join the Cority team. Reporting to the Manager, Customer Support, the Customer Advocate is responsible for managing the customer success journey and fostering ongoing adoption. This role creates value for the client through the ability to build productive relationships, identify business needs and solve customer problems.
Major duties and responsibilities include:
Troubleshoot, analyze and resolve high complexity issues
Assist customers with domain specific questions and advice
Advocate for our clients within the organization, escalate issues as required and manage communication with clients.
Work collaboratively with Management to ensure customer satisfaction (high level customer experience).
Collaborate with other colleagues in Engineering, Product, and IT as needed to assist customers.
Participate in Cority User Community discussion forums
Assist with On-Boarding and Training for Tier 1 team.
Identify processes and procedures that can be improved
Write client facing documentation/guides
QUALIFICATIONS AND CHARACTERISTICS OF AN IDEAL CANDIDATE:
3-5 years of Customer Success Management / Account Management experience at B2B SaaS company. EHSQ experience an asset.
Strong client-facing skills including communication skills, expectation management, information management and presentation skills.
Strong problem-solving skills and ability to be resourceful when assisting customers.
High attention to detail and organization skills. Must be willing to juggle many things at once and prioritize effectively.
Take ownership over your work and customers and know that you are accountable for their success.
Creative problem solver who can think strategically on the fly.
Must be able to build rapport with customers, drive them towards desired actions, and challenge them when appropriate.
Proven ability to quickly learn new solutions and technology.
Proven track record of working in a fast paced, agile work environment will be given preference.
Post-Secondary Education in a related field (Business, Software Development, Health and Safety, Information Technology, etc.).
Travel to client sites and other meetings as required.
Experience using support ticketing systems (Salesforce.com and Jira experience an asset)