Customer Success Advocate

OUR ORGANIZATION:

The Texthelp Group and n2y have over 50 years of combined experience in creating and delivering innovative technology for the education and the workplace sectors. The companies merged in March 2024 after operating adjacently for many years. Together, we believe that everyone can learn and that we all have the right to understand and be understood.

Joining forces means the combined mission of advancing the learning, understanding and communication of one billion people around the world by 2030 becomes even stronger. We will make a deeper, richer impact on people’s lives and on society. 

We can only achieve our mission and continue to grow by having high performing, passionate people on our team. Both Texthelp and n2y promote a collaborative and innovative work environment where diversity is embraced and empowered.

The combined organization employs over 600 staff across locations in the UK, Norway, Denmark, Sweden, USA and Australia. 

We plan to reveal our new brand later in 2024, but for now the messaging and any correspondence for this role will come from n2y/Texthelp.  We’re extremely proud to be on this journey, and hope you can join us!

Job Summary:

The Customer Success Advocate (CSA) ensures a successful product implementation with our customers at the heart. The CSA delivers effective presentations virtually and also supports the customer by phone and email. This position requires skills in customer management and a passion for engaging customers and expanding their usage with identified n2y products. The CSA navigates complex discussions while building strong relationships in an organized and detailed manner. This position relies on impeccable relationship skills and creating win/win environments for all parties. Your goal will be to influence the account administrators by guiding the customer on the journey of adoption while strategically collaborating internally on a consistent basis.

This role will serve a specific territory that the candidate must permanently reside in, and approximately 25% travel within the territory will be required.

Key Responsibilities:

• Own service relationship with assigned clients, which includes increasing adoption, ensuring retention and satisfaction.

• Partner with assigned sales rep to create a seamless handoff and drive customer lifecycle and renewal. 

• Work closely with the sales and training teams to share customer insights that inform additional product and service sales opportunities.

• Evaluate opportunities to increase customer satisfaction and retention.

• Service the client with a white glove approach at the point of sale (onboarding, implementing) and with other identified goals.

• Establish a trusted advisor relationship with each assigned client and drive continued value of n2y products.

• Prepare and promote customers for advocacy of our products.

• Collect feedback, initiate pilots or other business-identified goals with assigned clients.

• Work with clients to establish implementation plans, onboarding and other organizational goals.

• Monitor the health of assigned customers throughout their cycle and intervene at recognized milestones or touchpoints.

• Advocate customer needs/issues cross-departmentally.

• Contribute to the development and design of tools, processes and best practices to support the pre-sale onboarding, and implementation stages.

Desired Skills and Qualifications:

• Bachelor’s Degree in related discipline required.

• 2-4 years of education experience and/or advanced customer service experience.

• Experience with Salesforce preferred.

• Understanding of SaaS products and services.

• Passionate about customer success and improving outcomes with technology.

• Proficient with word processing and spreadsheet applications and webinar hosting or virtual meeting tools.

• Impeccable written and verbal communication skills with exceptional critical thinking skills.

• Proven track record of managing multiple concurrent projects with varying complexity levels.

• Strong presentation skills and familiarity presenting to individuals and clients of all sizes.

• Great problem-solving skills and taking a consultative approach to finding the best solution.

• Must be a self- starter, and eager to learn.

• Customer-oriented attitude.

• Top-notch organization and attention to detail.

• Approximately 25% of regional-based travel is required for this role.

These qualifications are general guidelines for success, however, we understand that not all candidates will have experience in each area. If you have skills and experience that may be transferable to this role and share our passion for our mission and values, we would love to hear from you!

We offer a competitive compensation and benefits package including health, dental, vision, life, and disability insurance. We have a company matching 401(k) savings plan and flexible time off plans.

We are committed to providing a Drug-Free Workplace for all employees.

We are an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

We’re excited to share some BIG news: n2y and Texthelp are teaming up to enhance support for diverse learners and employees! To learn more, check out our press release.