Description
Are you a successful customer care professional with a passion for excellence? Do you have experience managing multiple, high-value clients, with a proven track record of delivering exceptional results? Good news! 1WorldSync is looking for a Senior Customer Care Advocate to join our team.
1WorldSync is the industry leader in product content management. With approximately 600 employees across the US, Brazil, Canada, France, Germany, Portugal, Switzerland, and the UK, we’re seeking a Senior Customer Care Advocate to support our growing global team.
Reporting directly to our Manager, Customer Care US, the Senior Customer Care Advocate will play a key role on the Customer Experience Team to provide an outstanding customer care experience across all 1WorldSync products and services. We are searching for a highly organized customer advocate with a passion for excellence in the organization, delivery and management of specialized, one-to-one support for key accounts. The objective of the customer care team will be supplying a combination of customer support and business development activities to high revenue, potentially high revenue or strategically important customers. The end goal being to maximize customer satisfaction and optimize renewal rate and facilitate upsell opportunities.
As Senior Customer Care Advocate at 1WorldSync, responsibilities include the following:
Act as the primary point of contact and internal customer advocate for Platinum, Gold and strategic customers
Ensure customers maximize the full use of 1WorldSync products and services, while identifying areas of growth and be able to speak to the health of their business
Align customer objectives to 1WorldSync services and activities to facilitate a healthy business through ongoing account governance
Ensure customers are receiving an appropriate level of care according to the standard of their business
Act as subject matter expert in all 1WorldSync products and services as applicable to a customers unique business needs
Partner with internal teams to facilitate customer contract renewals, identify upsell opportunities, and monitor overall customer health including answering customer inquiries and meeting the SLAs
Document critical business processes and issue resolution path and implement refinements as needed
Work closely with internal stakeholders to drive efficient processes and align all 1WorldSync services under a single point of contact for the Customer Care team
Manage first line customer support via customer care team to analyze and delegate deeper issues to appropriate internal team(s) via Jira ticketing system
Collaborate closely with Account Executives on defining our customer’s long-term business strategy and organize and manage Quarterly Business Reviews (QBRs) along with ongoing success metrics
Actively participate in the 1WorldSync Customer Community
Maximize efficiencies to reduce operational costs
Act as the voice of the customer
Required Skills and Experience:
Bachelor’s degree or equivalent job experience
7+ years experience managing high-value clients in the technology or SaaS industry, preferably Enterprise level accounts as an account manager / program manager or digital marketing manager
3+ years ecommerce, retail partner network or syndication experience
Desired Skills and Experience:
Preferred 1+ years of experience with Jira or other ticketing software
Excellent analytical and interpersonal skills
Exceptional oral and written communication skills, presentation skills, and the ability to speak with people of various social, cultural, economic, and educational backgrounds
Ability to speak to an executive level audience with confidence and communicate complex technical programs in a conversational way
Experience in Ecommerce or channel partner programs
Ability to analyze and interpret data into meaningful narratives and actionable outcomes
Strong knowledge of Microsoft Office and Google Workspace applications
Experience with CRM software (1WorldSync uses NetSuite)
Ability to receive and assimilate constructive feedback and keep cool under pressure
Benefits:
Incredible health benefits (FSA and HSA options), with dental and vision coverage.
401(k) plan with employer match.
Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and 12 weeks of fully paid parental bonding leave.
Short and long term disability and life insurance.
Additional optional benefits, including a comprehensive legal plan, pre-tax parking and transit accounts, critical illness insurance, accident insurance, identity theft prevention, tuition reimbursement, and pet insurance.
Additional Details:
Our corporate headquarters is located in Chicago, but this role can be remote in any of the following states: AL, AZ, AR, CA, CO, CT, FL, GA, IA, ID, IL, IN, KY, MA, MI, MN, MO, NJ, NM, NY, NC, OH, PA, RI, SC, TN, TX, UT, WA, WI.
This role requires the candidate to have the authority to work in, and be located in the US.
This position requires up to 10% travel.
1WorldSync is an Equal Opportunity Employer and is committed to providing employees and applicants with an environment free of discrimination and harassment. All employment decisions at 1WorldSync are based on business needs, job requirements, and individual qualifications. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, family or parental status, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.
Americans with Disabilities Act (ADA)
1WorldSync will provide reasonable accommodations during the application process upon request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact us at [email protected].
