The Customer Engagement Advocate I acts as the customer advocate throughout the lifecycle of the account to help develop account plans and revenue growth plans across the customer base.  As the customer concierge, the Customer Engagement Advocate recommends new products/ services while supporting all efforts to renew or rerate customers, answer customer questions, directs the customer to appropriate internal contacts and provides support during times of organizational transitions. This is a customer facing position.

Location

The Professional in this role will work from home and can reside anywhere in the continental USA.

The Main Responsibilities

  • Retention Focus for “Platinum” customer base within the assigned Region
  • Develop and manage customer relationships to retain existing revenue inclusive of primary contract renewal responsibility within assigned “Gold” account base
  • Work delegated cases from Sr Customer Engagement Advocate and Customer Engagement Advocate II, via cases in Salesforce
  • Leverage Gainsight Calls to Action or CTAs to manage workload and tasks
  • Maintain customer inventory for assigned module, including term expiration, keeping integrity with services sold.
  • Portal On boarding/process training
  • Provide Move Add and Change order support for these customers

What We Look For in a Candidate

  • Minimum 1 year experience in Sales and Systems for all Legacy Organizations
  • Knowledge of billing systems
  • Opening billing tickets in Fusion
  • Pulling invoices from various systems
  • Proficiency in Microsoft Outlook, Word, Excel and PowerPoint
  • Positive / Customer Facing Attitude
  • Receptive and open to change
  • Accountability and ownership
  • Collaboration with cross functional teams
  • Proactive communication
  • Sense of urgency
  • Strong organizational skills
  • Ability to prioritize and work in a fast-paced environment

Compensation

The starting salary for this role differs based on the employee’s primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual’s qualifications.

Location Based Pay Ranges

$33670 – $44890 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.
$35440 – $47250 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
$37220 – $49620 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.
$38990 – $51980 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

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