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Senior Customer Advocacy Manager

| Austin

Description

Compeat, Inc. is looking to grow our team of Customer Advocacy Managers (CAMs).  The Senior CAM is viewed as the primary account leader and single point of contact for all assigned accounts, representing the organization to our customers, and the customers to our organization.  These individuals are responsible for identifying where the needs of both groups intersect and working to maximize the relationship for both sides, for the ultimate benefit and success of the company and our customers.   

 

Responsibilities:

  • Own all customer communication (outside of direct Support, Sales) on behalf of Compeat  
  • Maintain tracker of all account initiatives/open items, including projects, feature requests, bugs, and lead regular status meetings with customer to manage and prioritize, set expectations for completion  
  • Initiate, lead and manage preparation for client on-sites, including setting agendas, coordinating internal alignment meetings and leading executive briefings  
  • Create and maintain customer Account Plans, including creation of account strategy and present to executives on a quarterly basis. 
  • Identify risk; create, maintain and manage risk mitigation strategies and clearly communicate needs from business to fulfill mitigation plan. Participate in internal discussions with executive team regarding account health  
  • Establish and maintain relationships with all key customer contacts, including executives; ensure Compeat executive sponsorship where needed 
  • Maintain established standard for attrition for all assigned accounts as set by the Director of CA 
  • Maintain thorough knowledge of customer's business, monitor and communicate meaningful changes such as a change in executives, decision-makers or champions, or changes to the customer's business (ex. Acquisitions, business expansion, closures, etc.) 
  • Proactively review customer performance for all assigned accounts to identify and pursue areas of opportunity to optimize or grow the business 
  • Keep customers informed of Compeat Roadmap, release of new products and features, and advise on how they are relevant to specific client based on thorough understanding of the customer's business; educate and advise to encourage maximum usage  
  • Work cross-functionally with Sales, Support, Services, and Products to: 
    • Notify the Sales Team of expansion opportunities; 
    • Coordinate with Services for additional enablement needs to drive ongoing customer adoption; 
    • Work with Support to ensure seamless communication on escalated customer issues; and, 
    • Notify the Product team of product features and changes requested that are priorities for customers and retention  
    • Maintain knowledge of competitive landscape  

Qualifications:

  • Revenue-focused 
  • Committed to excellent customer service 
  • Highly detail-oriented  
  • Curious and demonstrates thought-leadership  
  • A master of communication - executive, written, verbal, presentation 
  • Intuitive, self-directed and takes action 
  • Adaptable to changing environments and processes  
  • Strong organizational skills and the ability to communicate with senior-level executives  
  • Sales and strategic customer management acumen, consultative in management approach 
  • The ability to work with, and bridge, technical and business people, and are a creative problem-solver 
  • The desire to maintain deep product knowledge  
  • 5-7+ years of overall work experience with a minimum of 5 years working with enterprise-level software solutions and experience in Technical Account Management, Advocacy, CSM or Project Management at a SaaS company
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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • AngularLanguages
    • HTML5/SASS/CSSLanguages
    • JS/ExpressLanguages
    • NPMLanguages
    • ReduxLibraries
    • RESTful API'sLibraries
    • Web/Windows ServicesLibraries
    • Service Oriented ArchitectureFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases

Location

Compeat is located in the Domain, close to Rock Rose in the Northside. We're surrounded by retail, hotels, and our passion, bars and restaurants!

What are Compeat Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Compeat's pet policy is dog friendly daily. Hang out with the coolest pups you've ever met.
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