Title: Customer Advocate (remote, US based ONLY)
Position Details: Full-time, exempt, remote position
Reports to: VP, Customer Success US

Salary Range: $60,000 - $65,000

Responsibilities
The overall goals of this role are:

• Build trust with customers as the “tip of the spear” for all interactions post-Onboarding.
• Run exit interviews and potentially help with churn-saves.

Client Interaction

• Proactive Usage Monitoring: Actively reach out to customers both on a post onboarding schedule and on a triggered event basis to prevent user adoption slipping.
• Resolving Issues: Quickly connect customers to the right internal resources to address inquiries, complaints, questions, etc.
  • Where possible resolve queries independently.
• Collaboration: Communicate with customers to keep them informed about new feature releases, training opportunities, etc. Ensure a seamless and positive experience as customers transition from Onboarding to Adoption/Maintenance.
• Feedback: Follow up with customers to gather feedback, maintain customer health KPIs, and ensure continuous improvement in service standards.
• Service Standards: Create initiatives aimed at exceeding customer expectations. Maintain high service standards and regularly request feedback to improve the customer experience.
• Client Engagement: Engage and cultivate relationships with customers.

Relationship Development

• Customer Liaison: Serve as the point of contact for all customers if PS or AMs are not already entrenched with the customer.
• Collaboration: Effectively collaborate with the sales, CS, and PS teams to execute campaigns.
• Retention Strategies: Implement strategies to enhance customer retention through deepening customer relationships.
• Customer Satisfaction: Enhance satisfaction with our products and services to personalize interactions and effectively track engagement.
• Assist with retention of customer cancellations.

Workflow Optimization

• Tech Stack: Utilize Slack, Salesforce, Google Suite and Intercom for customer management and internal communication.
• Facilitate automated workflows.
• Customer Alignment: Attend team meetings to discuss customer feedback, process improvements, and to align customer service with business goals.
• Data Analytics and Reporting: Generate KPI reports and ensure the CRM system is up to date and organized.

Required Qualifications

• College degree with Supply Chain qualification.
  • Or High School diploma with supply chain work experience.
• Previous experience with sales or customer service required.
  • And/or former Netstock user or similar experience.
• Previous Salesforce or similar customer relationship management software experience preferred.
• Excellent written and verbal communication skills.

Soft Skills

• Demonstrates a strong intellectual curiosity about supply chain operations and how customers run their businesses, with an emphasis on understanding their unique challenges and workflows.
• Proactively seeks to develop a deep understanding of the product in order to provide informed, high-value support to customers and strengthen client relationships.
• Outgoing personality.
• Amicable and gregarious.
• Broad range of interests for making conversation.
• Professional and courteous communication style.

Netstock benefits offered

• 401k
• Unlimited PTO
• Health insurance, including medical, dental, and vision
• Employee assistance program
• Company paid Life and AD&D policy
• 11 paid holidays
• 2 paid charity days

About us

Netstock is a leading developer of software to support Supply Chain planning. Our clients span across the globe from large retailers to manufacturers and family-owned wholesalers. Netstock was founded by a team with several decades of experience in Supply Chain planning and optimization. Netstock continues to grow and now has over 2000 customers globally with operations in the US, UK, Germany, South Africa and Australia. As a pure cloud SaaS based business, one of the perks is that all of our staff work from home. Learn more about Netstock at: Netstock