This job offer is not available in your country.

Customer Advocate

ApteanUnited Kingdom

17 days ago

Job type

Full-time

Job description

Direct message the job poster from Aptean

Talent Acquisition Lead @ Aptean | MBTI, Master's in Psychology

About the Role

The Customer Advocate (CA) role is a key contributor on the Renewals team. The Customer Advocate will proactively initiate the annual renewals process and drive all phases of the renewal lifecycle. This includes leading the renewal sales process with key stakeholders by facilitating the preparation, delivery and negotiation pricing options, revising assets, obtaining quote / PO approvals, and filing appropriate paperwork.

The CAs role is to drive and manage the renewal pipeline. Additionally, the CA works directly with Business Leaders, Account Management, Fuflilment, Finance & Services to solicit updates and feedback on deliverables related to renewals processing closures.

The CA is also expected to gain an understanding of their customer base’s pain points and how Aptean can bring them additional value and modernize their business by utilizing the Sales & Support Team and identify internal opportunities where applicable.

The CA will assist in negotiating and evaluating Customer requests to the wider business as well as advocating our Aptean Value Proposition and the business to our Customers and Channel Partners.

Serve as first POC for all renewal related customer inquiries that come thru the customer support line, via email or the Aptean ticketing system.
Works closely with the Renewals Analyst to ensure all renewal lifecycle milestones are met and that accounts are updated appropriately when opportunities are lost.
Manages and initiates the negotiation process in conjunction with the business leader to bring successful closure to all renewals and facilitate resolution on all quote rejection matters. Account management and other business functions will provide support as necessary
Work cross-functionally as required with business partners in sales, legal, finance, etc. to resolve issues raised by customers or partners related to services renewals
Ensure all maintenance renewal activities are tracked, data auditing is conducted, and defined processes and systems are followed.
Take ownership of their product lines or assigned accounts as well as supporting the wider team and share best practice.
Seeks to learn the relationships with the customers / partners assigned to them with regard to their contracts for maintenance and support, ensuring good communications and high customer retention
Provide feedback to further define internal Renewal Operations processes
Perform other related duties as assigned or requested. Aptean reserves the right to add or change duties at any time.

About you

Motivated, goal oriented and able to work independently

Strong oral and written communication skills with the ability to credibly present recommendations at senior levels in the organization and external customers.

Ability to organize, prioritize, complete activities and meet deadlines on a daily basis

Requires the ability to acquire an understanding of the general functions of other divisions and their role in assisting with Renewals

Experience in working with and understanding contracts and legal negotiations is a plus.

Competence with reporting and information management tools, including MS Office Suite and CRM information management applications

Demonstrable experience in a role involving ‘critical thinking’ : i.e. ability to analyze issues, make decisions and problem solve self-sufficiently, without requiring ongoing direction setting. Pragmatic decision making where exceptions are required

Identifies and communicates improvements

Understand Business requirements and support change and policies internally and externally.

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. 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

Seniority level

Associate

Employment type

Full-time

Job function

Administrative, Finance, and Customer Service

Industries

Software Development and IT Services and IT Consulting

Referrals increase your chances of interviewing at Aptean by 2x

Outbound Sales Development Representative (Remote - UK)

Commercial Vehicle Conversion Specialist

Portsmouth, England, United Kingdom 3 weeks ago

London, England, United Kingdom 2 weeks ago

United Kingdom $50,000 - $85,000 2 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

J-18808-Ljbffr

Create a job alert for this search

Advocate • United Kingdom