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This is a customer facing position.
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
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