Client Success Advocate

Overview

HRchitect, a leader in HR technology consulting, is seeking a proactive and client-focused Client Success Advocate to strengthen relationships within our existing client base, ensuring satisfaction, retention, and growth. This position plays a critical role in managing client relationships, handling escalations, identifying cross-sell and upsell opportunities, and ensuring seamless contract renewals. As a Client Success Advocate, you will be responsible for maintaining accurate and up-to-date client data within Salesforce, identifying client references in collaboration with our Service Delivery team, and supporting Account Executives by providing strong client advocates throughout the sales cycle.

Responsibilities

• Client Relationship Management
  • Serve as the main point of contact for assigned clients, ensuring satisfaction and maintaining long-term relationships.
  • Address client needs, resolve issues, and manage escalations promptly and effectively to ensure continued engagement and client satisfaction.
  • Coordinate with internal departments to provide clients with timely and efficient service.

• Contract Renewal and Growth
  • Drive contract renewals, collaborating closely with clients to understand needs and propose solutions that support their evolving requirements.
  • Identify and pursue cross-sell and upsell opportunities, working with Sales and Service Delivery teams to offer clients additional services that align with their HR technology goals.

• Account Monitoring and Updates
  • Provide continuous account updates and maintain accurate client information in Salesforce, ensuring all activity, issues, and touchpoints are documented.
  • Work closely with Account Executives, providing insights on client accounts, recent activity, and any identified expansion opportunities.

• Reference Management
  • Collaborate with Service Delivery to identify satisfied clients as potential references, updating Salesforce with their referencability status.
  • Assist Account Executives in selecting appropriate client references to support the sales process, ensuring prospects receive valuable insights from trusted client advocates.

Qualifications

• 3+ years of experience in client success, account management, or sales support within a B2B environment, with strong preference to candidates whose experience falls in the Human Capital Management space.
• Strong knowledge of Salesforce for account management, reporting, and client updates.
• Excellent relationship-building, communication, and problem-solving skills.
• Ability to manage multiple clients and tasks effectively in a fast-paced environment.
• Knowledge of HR technology services and trends is a plus.
• High aptitude in a 100% remote environment which also requires synchronous collaboration at a very fast pace
• Ability to work in the Eastern US or Central US Time Zones
• Responsibilities and requirements of this role may extend beyond items listed on this document and may be changed or reassigned at any time at the discretion of management.