Fortra
Customer Advocacy Manager
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Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!
About the Role
The Customer Advocacy Manager (CAM) manages a portfolio of strategic customers and serves as a trusted advisor between customers and internal Secure Data Exchange teams. Their primary goal is to ensure Secure Data Exchange customers receive a positive and high-quality customer experience. The CAM has a strong understanding of the Secure Data Exchange product portfolio and is able to talk confidently about the products.
The CAM acts as a champion for their customers, striving to build long-term relationships and realization of full product value, while translating the needs and evolution of their customers’ voice. The CAM takes ownership of customer issues, aligning proper resources and driving to successful resolutions. Lastly, the CAM partners with Sales to identify and execute opportunities to leverage the Secure Data Exchange product portfolio and to grow the customers’ footprint.
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What You'll Do
- Build strong, trusted, and influential relationships with customers and the Secure Data Exchange organization
- Provide leadership and day-to-day direction for the delivery of Secure Data Exchange services to customers
- Assist with all facets of customer retention including proactive risk identification and mitigation
- Develop and maintain effective communication with customers on a regular basis
- Liaise between customers and Secure Data Exchange Support, Product, Sales, Development, and Cloud teams to resolve customer needs and concerns
- Develop strong understanding of Secure Data Exchange products, customer use cases, and specific values to each of the customers under management
- Own and coordinate the Root Cause Analysis process, working cross-functionally to gather the required information and drive timely, accurate outcomes
Qualifications
- 3+ years relevant customer success or 5+ years of support experience with any relevant industry experience (e.g. MFT, cloud, Automation) highly desirable.
- Bachelor’s degree in Computer Science/MIS, or equivalent combination of education and experience
- 2 years of experience in a CSM I role or 4 years of experience in a support role.
- Familiarity and knowledge of IT, Managed File Transfer and cloud technology concepts.
- Experience with account management in CRM systems (Dynamics and Salesforce).
- Strong interpersonal, written, and verbal communication and negotiation skills.
- Along with strong communication skills, have strong active listening skills, with the ability to understand customer needs, ask effective questions, and build trusted relationships.
- Able to confidently challenge and influence internal stakeholders when necessary.
- Excellent attention to detail and good creative problem-solving abilities.
- Ability and willingness to travel.
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