Customer Advocate

Purpose of the Position:  The Customer Advocate will establish a rapport with the customers and develop and maintain confidence with the Company to trouble-shoot potential problems and rectify existing problems. Relate to customers with McLeod services options and solicit their opinion and suggestions. Maintain excellent customer relationships.

Essential Duties and Responsibilities: 

• Uncover opportunities for the assigned customers to better utilize the purchased software solutions through increased training or process improvement.


• Ensure that the customer requirements are met, suggesting additional product or solutions where appropriate.


• Understand and uncover potential product enhancements to increase customer satisfaction.


• Acts as a liaison between sales, support, training, development and other internal groups to ensure complete customer satisfaction.


• Provide exceptional customer service experiences to our customers (external and internal).


• Provides advisory support and assistance to the customer as needed.


• Creates a cadence of consistent customer contact and interactions with a focus on building and developing customer relationships.


• Travel minimum 75% of the time.

Competencies:

• Ability to learn internal software and systems


• Strong oral and written communication skills


• Ability to build relationships and work effectively with all levels of an organization


• Ability to interact confidently with Executive Management


• Ability to maintain an amiable attitude with customers and coworkers

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: 

• Bachelors degree preferred, high school diploma or equivalent required. 


• Minimum of two years of experience providing customers with software and hardware support required. 


• Minimum of 10 years of experience in operations or support within the trucking and transportation industry required. Operational or support experience with McLeod can substitute for trucking and transportation experience requirements.