You will take up a key role in managing customers’ accounts and ensuring their success, from the on-boarding process and throughout the duration of their subscription period. You will also provide strategic consultation to customers, striving to achieve their business objective through the use of our platform.
Responsibilities
- Conduct on-boarding process of Customers from kick-start to training and going live, starting and maintaining constant feedback loop with customers
- Ensure successful adoption of Advocado by Customer’s stakeholders through active partnership with key stakeholders and constant feedback
- Ensure successful implementation and usage processes for new and existing Customers.
- Assist Customers to attain good consumer enrolment rate by proposing innovative consumer engagement strategies
- Deliver regular product trainings to Merchants, to ensure strong on ground usage
- Assess health of Advocado’s customer base by developing feedback mechanisms to identify at-risk Customers.
- Perform regular renewal process with our merchants via phone, e-mail, and in-person.
- Maintain and update merchant contact, contractual details, and all correspondence throughout the renewal process.
- Maintain pipeline of merchants due for renewal and engage them with quarterly reviews to identify potential renewal risks.
- Constantly work on remedial actions aimed at ensuring the highest possible renewal rate.
- Most importantly, have lots of fun while delivering exceptional results!
Criteria
- Minimum Diploma holder or equivalent with 1 year working experience.
- Excellent communicator and problem solver who can work under pressure, meet deadlines and deliver accurate results
- Self-starter with the ability to work effectively in a team environment with excellent interpersonal skills.
- Manage multiple tasks and use good judgment in resolving difficult issues. Must be flexible to changes.
- Experience in marketing, loyalty and engagement, software technology is a bonus
- Proficient in office suite software (Word, PowerPoint, Excel) and/or other equivalent (Google Suite / Pages / Keynote / Numbers)
- Strong Excel and data analysis and management skills.
- Able to communicate effectively in English is a must.
- Detailed oriented with a strong sense of job-ownership.
- Highly responsible, client-focused.
- Organised, initiative and able to generate creative ideas to achieve required goals.
