Customer Success Advocate

This is a full-time (non-exempt) position that pays - $23.07 - $26.44 / hour ($48k - $55k) w/ a 5% annual discretionary bonus 

Work hours: 8:30am - 5:30pm EST

Job Summary: 

The Customer Success Advocate serves as a primary point of contact with RoadRunner's customers. You will work closely with customers to promote retention, loyalty, and growth opportunities, working to ensure overall satisfaction with the services they receive and to improve upon areas of dissatisfaction. This position is responsible for managing multiple projects simultaneously and acting as a vital bridge between RoadRunner's customers and internal operating departments.

Primary Duties Including % of time:

• 50% - Responsible for Customer Health oversight and resolution across supporting areas.  Partners cross-functionally with internal partners to develop effective strategy and intervention plans to address customer health, including direct involvement in activities necessary to stabilize and save at-risk client business. 
• 35% - Lead customer expansion and margin opportunities (SWAP/diversion/optimization/new opportunities). Serve as quarterback role with internal RoadRunner teams to ensure smooth and on-time transition.     
  • Tasks include presenting strategy quote/estimate, gaining customer approval, resource/team alignment, timeline coordination, monitor and communicate progress/milestones, tracking execution/issues.       
• 15% - Performs all customer retention risk and off-boarding related activities

% Travel required: 0

Organizational Relationship:

• Reports To: Customer Success Manager
• Direct Reports:  None
• Interacts with:  Customers, Operation teams, Finance team, Customer Success Representatives, Sales

Skills and Experience:

• Comfort with ambiguity, ability to act without having the whole picture using sound judgment and strong decision-making skills.  
• 2-3 years experience in a corporate customer service setting
• Ability to learn new software and systems
• Passionate about business results and quality, with a strong sense of accountability, metrics and ownership.
• Strategic thinker with the ability to grasp the tactical details.
• Strong verbal and written communication skills
• Ability to manage multiple projects, multi-task and effectively prioritize conflicting assignments with minimal supervision.
• Proven ability to organize/manage multiple priorities coupled with the flexibility to quickly adapt to ever changing business needs.
• Strong analytical and problem solving.  Solid decision making in a timely manner.

Education:

• Bachelor’s Degree OR 3+ years of experience in a Customer Success B2B role

Core Values:

• Trust - Have confidence in our team. Have integrity in your actions.
• Care personally about each other - Show compassion, empathy and open-mindedness.
• Be Passionate - Love what you do. Love what we do.
• Embrace challenge - See obstacles as opportunities to learn and grow.
• Be Humble - Stay grounded. Seek feedback. Be curious.
• Be Accountable - Take ownership. Be reliable. Be proactive.