Customer Success Advocate

20 hours ago

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Traction Rec

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 Non-profit

☁️ SaaS

🌍 Social Impact

Description

• Responding to customer support cases based on severity and priority, including hosting client support calls to review and assist with critical issues • Technical or business process problem solving to identify customer issues, defining solutions and providing clear communication on implementing fixes • Hands on technical configuration for the purposes of troubleshooting and correcting customer issues in differing Salesforce environments • Identifying common questions and issues from clients to create training materials and knowledge articles • Building a strong relationship with clients and coordinating with them on upgrades and feature enhancements • Train customers on existing and new product functionality • Helps clients to drive user adoption of new technology

Requirements

• Post-Secondary education in Computer Science, Business Administration or equivalent training/experience • 3+ years of B2B customer facing / support experience, preferably in the technology sector • Proven technical acumen and an ability to learn quickly • Proven interpersonal skills including excellent written and verbal communication skills • Proven collaboration and team building skills, with ability to work with all levels and roles of an organization effectively • Ability to effectively manage relationships with customers, resolving issues and concerns • Strong analytical skills and the ability to prioritize and triage a high volume of customer requests • Experience with Salesforce configuration or custom development is a strong asset • Salesforce Certifications (Admin, Consultant, and/or Developer) is a definite asset • Experience working with nonprofits and community centers is a definite asset • Education or Experience with GAAP Accounting procedures is a definite asset