Senior Customer Advocate

Audubon, PA
Posted on September 15

Infinite Blue is the leading platform for resilience, business continuity and disaster recovery planning and response. We are in search of a Senior Customer Advocate to join our expanding team.

We are relentless in our pursuit of customer satisfaction in helping build, mature and maintain resilient organizations. As a Senior Customer Advocate, you will serve on the Customer Advocacy team as the main Infinite Blue relationship owner for assigned clients and work with the customer on their holistic account needs. Specifically, you will help customers onboard, adopt, and grow to help make their organization’s resilience programs successful over the long term. In this role, you must be highly customer focused, excellent in communication and support, anticipatory of needs, and help to resolve issues quickly the first time. You will be the voice of the customer and liaison back to Infinite Blue and work with project and technology teams in escalating/resolving issues, creating new statements of work, and shepherding projects to completion and satisfaction. Building and maintaining strong relationships is critical to success. The primary goal is to drive business growth and retention through high level customer satisfaction.

Essential Functions and Responsibilities

  • Serve as the lead point of contact for assigned customers and be their customer advocate back to the business (e.g., technology, product development, support, etc.)
  • Build and maintain strong, long-lasting client relationships
  • Ensure smooth onboarding for new customers, and early / continuous value delivery
  • Identify customer areas of improvement and recommend solutions (business growth)
  • Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
  • Collaborate across internal and customer stakeholder groups to ensure resolution and customer satisfaction.
  • Properly prioritize and escalate customer requests to the support or development team
  • Ensure the timely and successful delivery of solutions according to customer needs and objectives
  • Clearly communicate the progress of initiatives to internal and external stakeholders
  • Assist with challenging client requests or issue escalations as needed
  • Ensure all internal and customer-driven change control processes are followed (detail)
  • Document resolutions to issues and communicate to customers
  • Provide regular reporting on projects and customer KPI’s.
  • Forecast and track key account metrics
  • Prepare reports on account status
  • Manage multiple projects including developing the project milestones, tracking issues, and status reporting
  • Oversee contract renewals with expansion opportunities in new licensing, products, and services

Required Qualifications

  • Strong relationship development and management skills, good interpersonal skill set
  • Strong listening skills and ability to correlate customer thoughts into company action
  • Demonstrable ability to communicate, present, negotiate with and influence key stakeholders at all levels of an organization, including executive and C-level
  • Experience delivering client-focused solutions to customer needs
  • Proven ability to manage multiple complex activities at a time
  • Strong verbal and written communication skills
  • Strong customer service and organizational skills
  • Strong problem resolution and decision-making skills
  • Strong time management skills, attention to detail and outstanding follow-up skills
  • Proficiency in English
  • Preferred Qualifications
  • MBCP, CBCP, or ABCP designation from DRII, or BCI or experience in BC/DR field
  • Minimum of 5 years in BC/DR role within a company, or as a consultant.
  • Proven work experience (3+ years) as an Account Manager, Key Account Manager, Sales Account
  • Manager or relevant role
  • Experience in multiple industries with varying levels of program complexity/maturity
  • Experience with BCM software as an Administrator
  • Solid experience with CRM software (e.g. HubSpot) and MS Office (particularly MS Excel) including project management software
  • BA/BS degree in Business Administration, Information Technology, Science, or equivalent experience
  • PMP, Six Sigma Black Belt or other project management credentials/background
  • Knowledge of HTML and JavaScript a plus
  • Understanding of relationship databases and data models
  • Multi-lingual

Core Values

Infinite Blue has a strong orientation towards these five core values.  Successful employees will demonstrate these capabilities:
  • Grit – courage and resolve to achieve our goals
  • Agile – ability to reassess and adapt quickly
  • Trust – confidence in our services and each other
  • One Team – strong alignment and collaboration across the company
  • Respect – all team members add value

Company Perks

  • Generous Base Salary + Bonus 
  • Generous Vacation Package   
  • Employee Benefits offered for full time employees and include: Medical/Dental/401K/etc. 

Infinite Blue is an Equal Opportunity Employer.

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