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Senior Customer Advocacy Manager

| Austin

Senior Customer Advocacy Manager

Austin, TX • 11500 Alterra Parkway, Austin, TX, 78758

Description

Compeat, Inc. is looking to grow our team of Customer Advocacy Managers (CAMs). The Senior CAM is viewed as the primary account leader and single point of contact for all assigned accounts, representing the organization to our customers, and the customers to our organization. These individuals are 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.

 

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  
  • Initiate, lead and manage preparation for client on-sites, including setting agendas, coordinating internal alignment meetings and leading executive briefings  
  • Create and maintain customer Account Plans, including creation of account strategy and present to executives on a quarterly basis. 
  • Identify risk; create, maintain and manage risk mitigation strategies and clearly communicate needs from business to fulfill mitigation plan. Participate in internal discussions with executive team regarding account health  
  • Establish and maintain relationships with all key customer contacts, including executives; ensure Compeat executive sponsorship where needed 
  • Maintain established standard for attrition for all assigned accounts as set by the Director of CA 
  • 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.) 
  • Proactively review customer performance for all assigned accounts to identify and pursue areas of opportunity to optimize or grow the business 
  • Keep customers informed of 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  

Qualifications:

  • Revenue-focused 
  • Committed to excellent customer service 
  • Highly detail-oriented  
  • Curious and demonstrates thought-leadership  
  • A master of communication - executive, written, verbal, presentation 
  • Intuitive, self-directed and takes action 
  • Adaptable to changing environments and processes  
  • Strong organizational skills and the ability to communicate with senior-level executives  
  • Sales and strategic customer management acumen, consultative in management approach 
  • The ability to work with, and bridge, technical and business people, and are a creative problem-solver 
  • The desire to maintain deep product knowledge  
  • 5-7+ years of overall work experience with a minimum of 5 years working with enterprise-level software solutions and experience in Technical Account Management, Advocacy, CSM or Project Management at a SaaS company
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • AngularLanguages
    • HTML5/SASS/CSSLanguages
    • JS/ExpressLanguages
    • NPMLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • RESTful API'sLibraries
    • Web/Windows ServicesLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Service Oriented ArchitectureFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • AxureDesign
    • BalsamiqDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

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
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.
Open door policy
Open office floor plan
Diversity
Highly diverse management team
At Compeat, our senior leadership team benefits from a 50/50 gender split.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Stocked Kitchen
Happy Hours
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
Cross functional training encouraged
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