Job Description
We are seeking a seasoned Client Advocate to lead client relations, building and nurturing partnerships to optimise their use of our product and support their account growth.
You will drive proactive engagement, providing key insights and value updates that strengthen customer relationships and help mitigate churn.
Working closely with various departments, including product management, engineering, sales, technical support, implementation, and marketing, you'll ensure seamless cross-functional collaboration and superior customer experience.
You'll report to the Strategic Accounts Team Manager.
Key Responsibilities:
* Build and Maintain Strong Client Relationships: Develop trusted advisor relationships with key stakeholders, executive sponsors, and end-users to foster client loyalty and long-term satisfaction.
* Client Support and Escalation: Serve as the primary point of contact and escalation for client champions, beginning with implementation and continuing through the entire account lifecycle.
* Cross-Functional Coordination: Collaborate with support, engineering, and management teams to meet performance objectives and fulfill client expectations, coordinating resources to resolve client issues efficiently.
* Client Retention and Churn Mitigation: Employ proactive strategies and tools to reduce client churn risk and secure long-term retention, ensuring account stability and growth.
* Data-Driven Insights: Regularly analyse client data to identify trends, usage patterns, and potential issues, enabling targeted recommendations and proactive solutions aligned with client goals.
* Performance Metrics: Track and report on key performance metrics (e.g., account health score, retention rates, upsell revenue) to optimise account management strategies.
* Recurring Business Reviews: Conduct quarterly business reviews to discuss progress, gather feedback, align on goals, and present new features or solutions.
* Product Advocacy: Advocate for client needs in the product development process, collaborating with product management to represent critical client feedback in the roadmap.
* Continuous Improvement: Leverage NPS and CSAT insights to support improvement initiatives.
* Revenue Growth: Identify opportunities and implement tailored upsell and cross-sell strategies, focusing on long-term growth and renewal.