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Client Success Advocate
2 months ago
Who We Are
Jolera empowers Managed Service Providers (MSPs) and IT solution providers with next-generation managed services, enabling them to deliver exceptional client experiences. Our award-winning solutions are built on over 20 years of experience serving businesses worldwide. We've helped transform hundreds of MSPs and solution providers globally. With our team of experienced experts, we provide a superior managed service experience tailored to diverse clients. At Jolera, we treat each MSP partner with personalized care and customize our offerings to meet their unique business needs.
Who You Are
We're seeking a Client Success Advocate to join our sales team and collaborate with one of Jolera's key clients.
What You Will Do- Relationship Management:
- Participate in and/or manage quarterly customer temperature calls.
- Assume primary responsibility for smaller customers as determined by your manager.
- Keep clients informed about new marketing initiatives.
- Manage customer escalations and follow-up – escalate internally when necessary, ensuring issues are resolved and the client is satisfied.
- Represent the Revenue team on Onboarding kickoff calls in the absence of others; apprise the team of ongoing activities and any challenges.
- Coordinate monthly billing (assist Jolera finance and the clients' billing coordinator).
- Create and follow up on Change Requests and Delivery Acceptance Forms.
- Continuously seek ways to improve existing processes.
- Provide support to the client's VP of Channel and assigned Account Manager as needed.
- Manage CRM entries as required.
- Regularly update the client pipeline by collaborating with internal teams and client account managers to gather current updates.
- Proactively utilize self-learning and internal connections to continuously acquire IT-specific knowledge and understand industry nuances.
- 2+ years of experience in client-facing roles within sales or IT operations at a major telecommunications company in Canada.
- Confident understanding of technology services sales and general negotiating principles.
- Broad knowledge of IT to engage in insightful conversations and establish yourself as a trusted advisor.
- Excellent communication and presentation skills.
- Exceptional customer service skills, demonstrating urgency and exceeding client expectations.
- Ability to build relationships and communicate effectively with senior and mid-level managers.
- Strong organizational and time-management skills.
- Knowledgeable in prioritizing tasks and delegating responsibilities effectively.
Jolera provides a competitive compensation package, comprehensive benefits, and a range of company perks. These include access to Good Life gym memberships and various brand discounts. We also host regular company events, recognitions, and celebrations to foster a positive work environment. Jolera is committed to your career development and growth through ongoing training and advancement opportunities.
