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Overview
About the Role
We’re looking for an Associate Customer Advocate for our office in Sheffield. You’ll join an awesome team to support our growing customer base.
The Customer Advocate serves as the primary relationship owner for an assigned portfolio of customers, managing the full renewal and payment lifecycle across all products and services. Acting as a single point of contact from quote to cash, the Customer Advocate ensures every renewal is completed on time, every invoice is accurate, and every customer experience a smooth, value-driven renewal process.
Key Responsibilities
- Serve as the primary point of contact for assigned customers throughout the renewal lifecycle.
- Conduct renewal conversations with business and financial contacts, ensuring alignment on value and outcomes.
- Prepare renewal contracts and order forms, ensuring accuracy in pricing, uplift, and co-terminations.
- Frame the customer’s value story and address barriers to renewal through proactive, data-informed communication.
- Coordinate with Finance, Legal, and Operations as needed to resolve system or billing issues.
- Oversee invoicing, payment follow-up, and resolution of any open accounts.
- Manage asset accuracy, billing corrections, and record-keeping for renewal and payment history.
- Identify on-premises customers who may benefit from SaaS migration and partner with Account Managers on that motion.
- Consult Salesforce, support case history, payment history, and customer temperament before initiating any renewal.
- Use AI assistants and digital tools to automate administrative tasks, identify risk signals, and deliver insights that improve customer experience.
- Collect CSAT/CES feedback post-renewal and act on insights to improve process ease and quality.
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Requirements
About You
- 1+ years of experience in customer success, renewals, or finance operations, preferably within a SaaS or software company.
- Strong communication and negotiation skills; ability to manage business and finance-level conversations.
- Interest in working alongside AI and automation to drive efficiency and scalability.
- High attention to detail, accountability for results, and comfort with process ownership
To Be Ahead Of The Pack You May Have
- Working knowledge of Salesforce or similar CRM.
- Experience with contract management and billing systems.
- Understanding of both on-premises maintenance and SaaS subscription models, including the nuances of messaging and negotiation.
What’s in it for you?
- Opportunity to grow within a global software company, which promotes work-life balance.
- Benefits package: pension scheme, life assurance, private medical care, income protection scheme.
- Hybrid working model (4 days in the office, 1 day from home).
About Aptean
At Aptean, our mission is to solve tomorrow’s unique challenges today with unrivaled, purpose-built software and superior customer experiences from people who care.
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Aptean is a global provider of mission-critical, industry-specific software solutions. Aptean’s purpose-built ERP and supply chain management solutions help address the unique challenges facing process and discrete manufacturers, distributors and other focused organizations. Aptean’s compliance solutions are built for companies serving specific markets such as finance, healthcare, biotech and pharmaceuticals, over 10,000 highly specialized organizations in more than 20 industries and 80 countries rely on Aptean to streamline their everyday operations.
“At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” - TVN Reddy
Diversity, Equity & Inclusion Statement
Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability, or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.
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