Customer Advocate

Job Overview

Location Restriction
Worldwide
Job Type
Full Time
Date Posted
28 days ago

Job Description

When it comes to sales, we believe that our primary job is to help customers solve problems. We have an amazing product that customers love, but we also know that a human touch during the trial process improves the chances of closing a deal. As a Customer Advocate, you will be a member of the Customer Success team. Customer Success is responsible for the entire customer experience, from pre-sales through onboarding and account management, to retention. Your focus will be on pre-sales, where you will help build and execute a process that creates a delightful user experience that leads to more customers signing up for paid accounts. 

What You‘ll Do

  • Lead qualifying and lead follow-up. Your day to day tasks will include triaging new trials or identified leads and following up on the most interesting ones.
  • Help customers run successful trials and guide them to converting to paid users by:
  • Solving engineering problems
  • Connecting them to the right people to remove hurdles
  • Navigating security and procurement questions
  • Automate and optimize existing processes by:
  • Collaborating with Marketing on the lead conversion process
  • Collaborating with Product, Support, and Documentation to improve the self-service onboarding process
  • While the focus is on pre-sales, your functions may include post-sales activities such as:
  • Renewal of Enterprise annual plans 
  • Sending out overage invoices
  • Upgrading smaller accounts to the Enterprise plan

Things We Are Looking For

  • Experience in sales or account management in a technical environment, ideally in the developer tools space. You should be comfortable talking about commercial terms and know how to close deals.
  • Engineering skills, ideally with some experience with CI/CD. You should be technical enough to set up and use Buildkite yourself.
  • The ability to understand and articulate customers’ engineering needs.
  • Curiosity and the desire to improve processes and drive change.
  • Flexibility, as you will wear multiple hats. 
  • You are happy working remotely and are comfortable taking initiative when blocked but you also enjoy being part of a team and collaborating via remote tools such as Zoom and Basecamp.

Timezone: Remote, with overlap with PST & AEST

Hours: Part-time or full time

Role Type: Permanent

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