Customer Success Advocate

Location: London, United Kingdom
Type: Full Time
Department: Customer Success
Status: Open
Required Experience: Experienced

Job Description

The Customer Success Advocate (CSA) team is responsible for the overall health of our customers. This includes being reactive to “at-risk” flags / low customer health scores and also being proactive with outreach to each customer based on CSA service levels.

Primary Responsibilities and Functions

  • Own successful onboarding of new customers including new customer product training
  • Responsible for understanding the goals/use cases of each customer and ensuring that any milestones/deliverables are met
  • React to all account at-risk alerts and escalate as needed
  • Track all work in Salesforce - cases and logged activity
  • Pro-actively reach out to all assigned accounts based on CSA service level schedule
  • Track customer adoption through health score and assist as needed
  • Must identify the most pressing feature requests, integrations, configurations, or other obstacles that are preventing customers from being successful with Panopto
  • Identify new reference accounts for both prospects and marketing opportunities
  • Work with salespeople to help maintain our above-average customer renewal rate as well as increasing adoption to increase the likelihood of an upsell
  • Able to travel throughout assigned territory as required

Desired Competencies

Account Management: Manages sales accounts in a manner that ensures that customer needs are understood and met. Builds relationships with key decision-makers while showing respect for each and every person in a customer organization. Expands sales within existing accounts and keeps track of account activities in order to respond to new developments and changes.

Advocate for Project:  Promotes programs and projects, both within and outside the organization, in a manner that increases understanding and support for these initiatives. Communicates with others in a way that raises visibility for, and interest in, products or projects. Ensures that the benefits of programs and projects are clearly understood and that they are received with enthusiasm and high expectations.

Analytical Thinking:  Breaks down problems and issues into sub-components and then assesses the costs, benefits, and risks of various options prior to selecting a particular approach.

Communication:  Communicates effectively and appropriately. Uses good judgment as to what to communicate to whom as well as the best way to get that accomplished. Speaks in a clear and credible manner, selecting the right tone for the situation and audience. Listens to others and allows them to make their point.

Building Trust:  Builds and maintains trust with members of his or her team, as well as with stakeholders outside the team. Accomplishes this through open and honest communications and by following through on all commitments made. Has earned the respect of team members and other stakeholders.

Education

4-year degree in any discipline.

Experience

3+ years’ experience working at a technology organisation in a customer success role supporting enterprise organisations.  Interest in and aptitude for using technology including software as a service is a definite advantage.

Compensation

Attractive compensation package including salary, bonus, pension contributions, and above-average paid holidays.  Panopto is a fast-growing company and certified as a great place to work.

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