Customer Success Advocate

October 22

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Description

• Build trusted relationships with customers • Provide front line support to customers • Recommend solutions on the Salesforce platform • Respond to customer support cases based on severity and priority • Solve technical or business process problems • Troubleshoot and correct issues in Salesforce environments • Create training materials and knowledge articles • Coordinate upgrades and feature enhancements with clients • Act as the voice of the customer for product releases • Train customers on existing and new product functionality • Help clients 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