[Hiring] Senior Principal Customer Advocate Manager @Unqork

Role Description

At Unqork, we value inclusive and innovative thinkers who boldly challenge the status quo. We encourage you to apply!

The Impact U will make:

• Relationship Building:
  • Establish and nurture strong relationships with customer stakeholders at all levels, from technical champions to economic buyers, starting before contract close.
  • Partner with customers, internal teams and SI’s in the delivery of applications.
  • Educate customers about Unqork, including new features and functionality on a regular basis.
  • Ensure customer needs are met at the highest level of quality regardless of delivery model and resources assigned.
• Strategic Vision & Adoption:
  • Develop and continuously refine a customer advocacy strategy aligned with Unqork's goals for success, retention, and expansion.
  • Help customers expand their use of Unqork by understanding existing use cases, identifying blockers, and proactively suggesting additional applications.
  • Develop and execute customer success strategies, ensuring adherence to best practices and compliance to agreed-upon roles/responsibilities.
  • Track and manage renewals, including appropriate teams as needed.
  • Utilize health and success metrics to monitor customers and their application usage to drive success strategy.
• Ongoing Support:
  • Provide continuous assistance post-go-live, including regular check-ins, Quarterly Business Reviews (QBRs), and defining Customer Success Plans (CSPs) to ensure ongoing platform adoption.
  • Support expanding use of Unqork by identifying and driving expansion within accounts.
  • Identify opportunities for enablement, training and technical advisory services, as well as analyze support tickets and share strategic findings with customer.
• Advocacy & Collaboration:
  • Act as the internal voice of the customer, ensuring their wins, challenges, and insights are heard, understood, and acted upon by internal teams across GTM, Product, Marketing, and other teams within Unqork.
  • Share customer feedback with internal teams to identify opportunities for product improvement, template development, and new features.
  • Identify customer success stories and work with Marketing to publish case studies, testimonials and references to highlight tangible business value.

Qualifications

• 5-7+ years in a customer-facing role (Customer Success, Consulting, Implementation, Sales) within SaaS, ideally in a growth-stage or startup environment.
• Proven expertise in client relationship management, technical delivery, and product management, utilizing metrics driven decisions, and managing a portfolio of key customers.
• Having a proven track record of building C-level relationships is a plus!
• Technical aptitude with a strong desire to master the Unqork platform.
• Experience with a LCNC platform is a plus!
• Strategic thinker with a solution-oriented approach - proven track record of creating clear strategic customer success plans with tactical steps.
• Proven track record of cross-functional collaboration skills, knowing how to be the voice of the customer internally to drive successful outcomes.
• Exceptional communication, organizational, interpersonal, and presentation skills.
• Ability to manage multiple priorities and deadlines effectively in this role.

Benefits

• 💻 Work from home with a remote-first community.
• 🏝 Unlimited PTO (and the encouragement to use it).
• 📝 Student loan payback program.
• 🏥 100% employer-covered medical, dental, and vision options available to you and your dependents.
• 💸 Flexible Spending Account (FSA).
• 🏠 Monthly stipend toward your WFH setup, vacation, development and more.
• 💰 Employer-sponsored 401(k) with contribution match.
• 🏋🏻‍♀️ Subsidized ClassPass Membership.
• 🍼 Generous Paid Parental Leave.