Customer Advocacy Manager

Compeat, Inc. is looking to grow our team of Customer Advocacy Managers (CAMs).  The CAM is viewed as the primary account leader and single point of contact for all of Compeat's Tier 2 and 3 accounts, representing the organization to our customers, and the customers to our organization.  These individuals are highly technical with operational skills, responsible for identifying where the needs of both groups intersect and working to maximize the relationship for both sides, for the ultimate benefit and success of the company and our customers.  This role and requirements would be considered a mid-senior level CAM.

 

 Responsibilities:

  • Own all customer communication (outside of direct Support, Sales) on behalf of Compeat 
  • Maintain tracker of all account initiatives/open items, including projects, feature requests, bugs, and lead regular status meetings with customer to manage and prioritize, set expectations for completion 

 At the direction of and in collaboration with the Manager, Customer Advocacy:

  • Support the preparation for client on-sites, including establishing agendas, coordinating internal alignment meetings and assisting Lead with executive briefings 
  • Create and maintain customer Account Plans, including creation of account strategy 
  • Create, maintain and manage risk mitigation strategies and identify needs from business to fulfill mitigation plan
  • Proactively review customer performance for specified assigned accounts to identify and pursue areas of opportunity to optimize or grow the business
  • Maintain thorough knowledge of customer's business, monitor and communicate meaningful changes such as a change in executives, decision-makers or champions, or changes to the customer's business (ex. Acquisitions, business expansion, closures, etc.)
  • Maintain established standard for attrition for all assigned accounts as set by the Director of Customer Advocacy
  • Keep customers informed of our Compeat Roadmap, release of new products and features, and advise on how they are relevant to specific client based on thorough understanding of the customer's business; educate and advise to encourage maximum usage 

Work cross-functionally with Sales, Support, Services, and Products to:

  • Notify the Sales Team of expansion opportunities
  • Coordinate with Services for additional enablement needs to drive ongoing customer adoption;
  • Work with Support to ensure seamless communication on escalated customer issues; and,
  • Notify the Product team of product features and changes requested that are priorities for customers and retention 
  • Maintain knowledge of competitive landscape 

Requirements

  • B.S. Business, Restaurant Management, Hospitality or other relevant field
  • 3-5+ years of overall work experience; with a minimum of 3 years working with enterprise-level software solutions and experience in Technical Account Management, Advocacy, CSM or Project Management at a SaaS company 
  • Revenue-focused
  • Analytical – uses data to make strategic decisions
  • Committed to excellent customer service
  • Quick to learn and highly detail-oriented 
  • Curious and demonstrates thought-leadership 
  • Strong communication skills - written, verbal, presentation
  • Intuitive, self-directed and takes action
  • Adaptable to changing environments and processes 
  • Strong organizational skills 
  • The ability to work with, and bridge, technical and business people, and are a creative problem-solver
  • The desire to maintain deep product knowledge 

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