Customer advocate, philippinesCofense

Description :
Reporting to the Manager of Client Success, the Customer Advocate is responsible for managing relationships with our clients. This individual will manage a portfolio of customers who have implemented our phishing defense solutions with the goal of increasing product usage, driving adoption and retaining and growing revenue. This is a client advocacy role with a focus on exceeding customer expectations, delivering consistent and excellent service while ensuring our customers meet their business objectives with Cofense products.
Hours- US Central time, Monday thru Friday 1am to 9am local Manila Time.
Essential Duties/Responsibilities
Work with the product management and development organization to channel client feedback and solutions into future releases of the product(s).
Collaborate cross functionally to achieve customer satisfaction and resolve customer issues in a timely fashion.
Collaborate with Sales to identify areas of solution expansion and adoption opportunities.
Develop strong customer relationships that enable Cofense to become a trusted advisor to our customers.
Provide business acumen for customers and strive to understand the business problem we are solving in order to best manage the evolution of the solution.
Develop strong technical understanding of all Cofense products.
Execute programs to ensure that Cofense is fully aware of the customer's adoption level, value realization, and overall satisfaction with the product(s).
Predict issues before they happen, engage clients who may potentially be at risk, gauge client's satisfaction and identify opportunities to grow and enhance their overall security awareness training programs.
Keep clear and concise records of client interactions and health notes within Cofense systems.
Assess client needs based on client health score analysis.
Conduct regular meetings with clients and make recommendations so they have successful outcomes using the Cofense products.
Interact via email and phone with many clients at different stages of their phishing defense programs.
Responsible for the facilitation of all customer onboarding activities.
Act as the first point of escalation for customer issues when needed.
Other duties as assigned.
Knowledge, Skills and Abilities Required
Excellent verbal and written communications skills.
Excellent data entry skills.
Demonstrated client relationship and interpersonal skills.
Have a customer-first attitude.
High attention to detail and ability to oversee multiple clients simultaneously.
Organized and methodical with excellent follow-through to ensure client expectations and deadlines are met.
Must have the flexibility and willingness to rotate shifts across a 24/7 schedule.
Ability to adapt to a constantly changing environment.
Basic computer skills (Outlook, MS Word, PowerPoint, Excel, etc.).
Knowledge of Salesforce and ChurnZero preferred.
Education and/or Experience:
Bachelor's degree is preferred.
2+ years supporting clients in Account Management, Relationship Management, Consulting or similar role
Technology or IT Security background and/or interest is preferred
- Disclaimer-
Cofense is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis [protected class] including, but not limited to: veteran status, uniform service member status, race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, physical or mental disability, marital status, genetic information or any other status or characteristic protected by applicable national, federal, state or local laws and ordinances. We adhere to these commitments in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, and discipline.
Cofense

Manila City, Metro Manila
Permanent
Full-time