Customer Advocacy Manager (Remote)

United States

Customer Experience /Full-Time/ Remote

Harness serves as the missing link between how we spend and what we believe in. Our financial technology platform connects consumers with nonprofits, financial institutions, and brands, helping consumers’ everyday spending to be a true representation of who they are—an ongoing vote for the world they want to live in.

What you’ll do:

As the Customer Advocacy Manager, you will drive excellent customer experiences. and use analytical skills to identify problems, find solutions, and improve relationships (aka - make someone's day!). To succeed in this role, you should have relevant customer service & success experience.

Objectives of this Role:

• Identify at-risk customers & proactively engage with support options to increase engagement & reduce churn
• Identify & offer customers who might benefit from an upsell opportunity
• Identify successful customers to encourage referrals, renewals, case studies & product/feature request feedback
• Help drive continued value of our products and services through recommended articles, guides + upsell opportunities
• Provide Zoom check-in, support, success strategy calls to assist clients with solving problems & increasing platform adoption
• Communicate effectively with both internal departments and external clients to understand customer needs, maximize retention and growth, and communicate learnings
• Maintain existing customer success metrics and data as directed

Ongoing Responsibilities:

• Regularly monitor and proactively communicate with customers who are at-risk, excelling, might benefit from an upsell opportunity, etc.
• Document, track & follow-up on Zoom calls/interactions
• Track & report on client & internal metrics 
• Document client feedback/requests/issues 
• Prepare necessary documentation or visuals for clients 
• Work with the sales, marketing, technology, and leadership teams to identify the ideal customer, share client feedback/requests, share customer references and develop case studies

Required Skills and Qualifications:

• 3+ years of experience in communications, marketing, sales, account management, or customer service/success
• Strong and professional verbal and written communication
• Basic tracking, analytics, reporting & project management skills
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment
• Comfortable creating KPI's, processes & protocols from scratch
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Strong organization & time management skills
• Able to effectively handle a number of diverse and complex problems at the same time
• Maintain a positive mindset & attitude

Preferred Qualifications:

• Bachelor’s degree
• 5+ years of customer success experience a plus
• Non-profit experiences

$50,000 - $60,000 a year

This position requires candidates to be located and legally authorized to work in the United States. Starting pay will be determined based on job-related skills, experiences, qualifications, work location and market conditions. The current salary range for this position is $50,000-$60,000 USD per year.