Customer Success Advocate

Job Summary:

The Customer Success Advocate at Sierra Interactive is responsible for ensuring client success through proactive outreach, reactive technical support, and comprehensive education on our real estate websites and CRM platform. This role focuses on delivering exemplary support to enhance client satisfaction and success.

Key Responsibilities:

• Master our products and platform to provide detailed support and education.
• Engage with customers respectfully, kindly, and with enthusiasm.
• Troubleshoot technical issues, documenting them, and collaborate with developers for resolution.
• Extract customer feedback for new feature development, offering insights from a platform expert’s perspective.
• Enhance the efficiency and scalability of our support platform through strategic initiatives.
• Develop and maintain detailed, informative documentation for both client-facing and internal use.
• Conduct group webinars and one-on-one training sessions to educate clients on features.
• Stay informed on product developments in our dynamic startup environment.
• Identify and support at-risk customers to ensure their satisfaction and success.
• Handle inbound calls and manage email/ticket-based inquiries efficiently.

Requirements

• Education: Bachelor's Degree
• Experience: 1 to 3+ years in customer support or customer success roles within a SaaS environment.
• Skills:
• Exceptional communication skills, able to simplify complex issues.
• Strong writing abilities and conversational style.
• Excellent organizational skills, capable of managing multiple priorities.
• Technical Knowledge:
• Web Development: Basics of HTML, CSS, and JavaScript.
• API Management: Familiarity with API tools like API Nation or Zapier.
• Domain Management: Knowledge of DNS and domain configurations.
• Cloud Management: Experience with AWS, Google Cloud, or Azure.
• Telecom/VOIP Software: Understanding of solutions like Twilio or RingCentral.
• Proficiency in web development fundamentals and experience with web-based CRM systems such as HubSpot or Follow Up Boss.
• Proficient in Windows or MacOS.
• Interpersonal Abilities:
• Effective teaching and explanation skills.
• Ability to defuse tense situations and develop processes for enhancing client satisfaction.
• Additional Requirements:
• Proven capability to work effectively in a remote environment.
• Empathy, patience, analytical thinking, and problem-solving ability.
• Resourcefulness, adaptability to the evolving real estate tech landscape, and a commitment to continuous learning.

Benefits

• 100% remote work.
• Competitive compensation.
• Paid holidays and paid time off.
• Company-provided health / vision / dental insurance.
• 401k retirement employer matching contributions (up to 4% matching).
• A respectful and open work