Job Title: Customer Advocate
Reports To: VP, Customer Success AUS
Employment Type: Full-Time, Permanent, remote position in AUS only

SKILLS AND QUALIFICATIONS:

• Supply Chain qualification or 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
• Outgoing personality / moderate extrovert
• Amicable and gregarious
• Broad range of interests for making conversation
• Professional and courteous communication style

ABOUT US

Netstock is the driving force accelerating the growth of organizations worldwide. Over the last 15 years, we’ve built out a regional presence that gives us deep insights into supply chain planning factors in each industry. We continue to enhance our supply chain planning solutions, making our predictive engine smarter, accelerating automation, and adding sophisticated new capabilities such as AI and machine learning.
You can read more about Netstock’s history and our product offering at Netstoc

THE OVERALL GOALS OF THIS ROLE ARE:

• Build trust with customers as the “tip of the spear” for all interactions post-Onboarding including triaging and escalating support queries, being the first point of contact for clients.
• Proactively monitor and act on a drop in usage before it becomes a churn issue.
• Run exit interviews, report on churn analysis and potentially help with churn-saves.

RESPONSIBILITIES:

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 proactively 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 CS or AMs are not already entrenched with the customer.
• Collaboration: Effectively collaborate with the sales, CS, and AM 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, Planhat and Intercom for customer management and internal communication.
• Facilitating 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.