Client Experience Advocate

Description

Responsibilities 

• Manage and respond to incoming client support needs with professionalism and care 
  Own each issue through to resolution or proper escalation, ensuring the client is never left in the dark
• Document interactions and case details thoroughly in line with team standards
• Follow established processes to troubleshoot and resolve a broad range of product inquiries
• Maintain a learning mindset, actively working toward module-specific certifications
• Collaborate with teammates and regional leadership to ensure consistent, effective support
• Provide insight into common trends or client needs to support continuous improvement
• Participate in regional initiatives, trainings, and knowledge-sharing efforts as applicable
• Support clients during cloud transitions by reinforcing training and best practices, and escalating common pain points to regional leadership 

• Demonstrated ownership and follow-through on all assigned issues
• High-quality documentation and clear client communication
• Strong early performance across core support responsibilities
• Positive client feedback and low case reopen rates
• Completion of initial module certification(s) within defined timeframes
• Increasing depth of expertise in a specific module or functional area
• Recognized by teammates and managers as dependable, eager to learn, and growth-minded
• Demonstrated progression toward advanced certifications, regional projects, or mentorship responsibilities 

Qualifications 

• Desire to build a career in client support, client success, SaaS, or public sector technology
• Excellent communication skills and a strong service orientation
• Ability to manage multiple tasks and stay organized in a fast-paced environment
• Comfort learning technical concepts and using new tools
• Strong sense of accountability—you follow through even when the answer isn’t immediate
• Enthusiasm for growing product knowledge through training and certification
• Team-oriented with a commitment to learning and contributing to shared goals
• Must be able to work a 9pm to 6am PHST shift