Customer Advocacy Manager at Compeat

| Austin
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Customer Advocacy Manager

Compeat, Inc. is looking to grow our team of Customer Advocacy Managers (CAMs). The CAM is viewed as the primary account leader and single point of contact for all of Compeat's Tier 2 and 3 accounts, representing the organization to our customers, and the customers to our organization. These individuals are highly technical with operational skills, responsible for identifying where the needs of both groups intersect and working to maximize the relationship for both sides, for the ultimate benefit and success of the company and our customers. This role and requirements would be considered a mid-senior level CAM.

 Responsibilities:

  • Own all customer communication (outside of direct Support, Sales) on behalf of Compeat 
  • Maintain tracker of all account initiatives/open items, including projects, feature requests, bugs, and lead regular status meetings with customer to manage and prioritize, set expectations for completion 

 At the direction of and in collaboration with the Manager, Customer Advocacy:

  • Support the preparation for client on-sites, including establishing agendas, coordinating internal alignment meetings and assisting Lead with executive briefings 
  • Create and maintain customer Account Plans, including creation of account strategy 
  • Create, maintain and manage risk mitigation strategies and identify needs from business to fulfill mitigation plan
  • Proactively review customer performance for specified assigned accounts to identify and pursue areas of opportunity to optimize or grow the business
  • Maintain thorough knowledge of customer's business, monitor and communicate meaningful changes such as a change in executives, decision-makers or champions, or changes to the customer's business (ex. Acquisitions, business expansion, closures, etc.)
  • Maintain established standard for attrition for all assigned accounts as set by the Director of Customer Advocacy
  • Keep customers informed of our Compeat Roadmap, release of new products and features, and advise on how they are relevant to specific client based on thorough understanding of the customer's business; educate and advise to encourage maximum usage 

Work cross-functionally with Sales, Support, Services, and Products to:

  • Notify the Sales Team of expansion opportunities
  • Coordinate with Services for additional enablement needs to drive ongoing customer adoption;
  • Work with Support to ensure seamless communication on escalated customer issues; and,
  • Notify the Product team of product features and changes requested that are priorities for customers and retention 
  • Maintain knowledge of competitive landscape 

Requirements

  • B.S. Business, Restaurant Management, Hospitality or other relevant field
  • 3-5+ years of overall work experience; with a minimum of 3 years working with enterprise-level software solutions and experience in Technical Account Management, Advocacy, CSM or Project Management at a SaaS company 
  • Revenue-focused
  • Analytical – uses data to make strategic decisions
  • Committed to excellent customer service
  • Quick to learn and highly detail-oriented 
  • Curious and demonstrates thought-leadership 
  • Strong communication skills - written, verbal, presentation
  • Intuitive, self-directed and takes action
  • Adaptable to changing environments and processes 
  • Strong organizational skills 
  • The ability to work with, and bridge, technical and business people, and are a creative problem-solver
  • The desire to maintain deep product knowledge 
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Technology we use

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Location

Compeat is located in the Domain, close to Rock Rose in the Northside. We're surrounded by retail, hotels, and our passion, bars and restaurants!

An Insider's view of Compeat

What's something quirky about your company?

Half of our senior leadership is female, which is definitely an anomaly. I think the way this has affected the culture of Compeat is extremely positive, and the dynamic it creates feels very inclusive. On a personal level, to see this kind of representation at my company makes me really proud to be here and also inspires me.

Annabelle

Implementation and Training Consultant

What projects are you most excited about?

Currently I'm most excited about Improving the way our customers can order from their vendors. Our Restaurant back office features are battle tested and have been used for millions of hours, so finding ways to continuously improve that experience and bring customers joy, cost savings and efficiencies is very rewarding.

Ben

Senior Product Manager

How has your career grown since starting at the company?

I started where lots of great people started at Compeat, in support. I was able to take more challenging projects and eventually worked my way to Technical Account Manager. Later, I was asked to move over to development, where I currently live as a database developer. Thanks to Compeat, I was able to grow and learn!

Derek

Database Developer

What makes someone successful on your team?

To be successful on the SDR team at Compeat you need to be hungry, outgoing, flexible and tactful. This is an amazing place to grow in a competitive team environment with top notch coaching.Being able to adapt and pivot in this industry is key. Here on the SDR team we are constantly looking for the BEST ways to WIN!

John (JP)

Sr, Sales Development Representative

What are Compeat Perks + Benefits

Compeat Benefits Overview

We’re restaurants peeps, and our industry pros enjoy Compeat for more than just the normal schedule (no more nights and weekends!). We offer a range of competitive benefits that keep our employees happy, healthy, and productive. Benefits include a variety of health insurance options, a generous monthly HSA contribution, a legendary 401k match, fitness subsidies, paid parental leave, sick leave, paid holidays and time off, and more. Our peer-to-peer recognition system fosters team collaboration and allows you to choose your own rewards.

At Compeat, we know our employees are the key to our success so we offer additional perks that support our fun and innovative culture. Our Culture Crew coordinates shuffleboard tournaments, weekly on-site massage therapy, organized community service opportunities, and even monthly in-house happy hours that are catered by our own talented former chefs and pastry artists. Employees enjoy kitchens stocked with snacks, cold beverages, and a state-of-the-art coffee and espresso bar.

Our offices spaces are large, mostly wall free, and decorated to inspire creativity and teamwork. The choice of formal or casual meeting spaces offers the right tone for every topic. And our casual dress code and dog friendly environment are sure to make Compeat the best place you have ever worked.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Our Culture Crew is a voluntary group of employees from all across the company who meet regularly to plan everything from our monthly birthday happy hours to our annual volunteer day.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
At Compeat, our senior leadership team benefits from a 50/50 gender split.
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Compeat employees can contribute up to $2,750 annually to their FSA.
Disability Insurance
Disability insurance covers 60% of annual salary up to $9232 monthly maximum payout.
Dental Benefits
Our dental plan covers up to 100% of expenses for preventative care (elective).
Vision Benefits
The vision benefits plan is a co-pay for annual eye exams and covers up to $130 for glasses and contact lenses.
Health Insurance Benefits
Compeat offers competitive plans based on our employee's choice.
Life Insurance
Life insurance is available up to 5 times an employee's annual salary as elected by the employee.
Pet Insurance
We offer pet insurance through Nationwide.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Compeat provides employees with a 401(k) matching plan managed by [provider]. We match 30% on the employee's contribution.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Compeat offers dependent care FSA programs.
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Paid Volunteer Time
Our employees receive 8 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Company Outings
Compeat hosts all-company volunteer days and several team outings through the year.
Game Room
Our game room includes Shuffle Board, Video Games, and other entertainment.
Stocked Kitchen
Happy Hours
Happy hours are hosted once a month to celebrate birthdays and at various times to celebrate wins and team accomplishments.
Parking
We offer employees Free on-site garage parking.
Pet Friendly
Compeat's pet policy is dog friendly daily. Hang out with the coolest pups you've ever met.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Compeat offers the ability to attend job related conferences and seminars.
Lunch and learns
Compeat hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
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