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Customer Advocate, CRM

Keywords / Skills : flash

Posted: 13th Aug 2017

IT/ Computers - Software
Customer Service/ Call Centre/ BPO
Customer Service Executive (Voice)
M.E/M.Tech/MS, CA
Posted On
13th Aug 2017
Job Ref code
Job Description

Would you like tobe a part of the organization where high energy meets intellect? If you getexcited by solving puzzles and working in a collaborative environment, thenAptean wants to work with you!!

Aptean is aleading global provider of industry-focused mission critical enterprisesoftware solutions. Our solutions help nearly 6,500 organizations stay at theforefront of their industries by satisfying their customers and continuing tooperate more efficiently. Headquartered in Alpharetta, GA, Aptean has officesin North America, Europe, and India, as well as an extensive Partner Channel.Our customers are located in 74 countries across Europe, Latin America, andNorth America.

Aptean is focusedon providing products and solutions to customers in specific verticals. Ourproducts are rich in feature and functionality and delivered on premise, SaaSand Hybrid delivery models. Aptean’s productsdeliver value at lowest total cost of ownership and scale with needs of ourcustomers. Most of our products and solutions are leaders in the verticalmarket segments they serve. Aptean uses itscore values of Drive For Results, Win Together, Foster Innovation, and BeCourageous to guide its employee community to serve every customer in everygeography and market.
The CustomerAdvocate (CA) role is a key contributor on the Customer Success team. TheCustomer Advocate will proactively initiate the annual renewals process anddrive all phases of the renewal lifecycle. This includes leading the renewalsales process with key stakeholders by facilitating the preparation, deliveryand negotiation pricing options, revising assets, obtaining quote/PO approvals,and filing appropriate paperwork.

As the lead of theportfolio renewals process, the CA reports directly to the General Manager. The CAs role is to drive and manage therenewal pipeline. Additionally, the CA works directly with the Renewals Analyst(RA) to ensure timely and efficient renewals processing, while workingcross-functionally with Business Leaders and Account Management to solicitupdates and feedback on deliverables related to renewals processing closures.


Knowledge:Having wide-ranging experience, uses professionalconcepts and company objectives to resolve complex issues in creative andeffective ways.

Complexity:Works on complex issues where analysis of situations or data requires anin-depth evaluation of variable factors. Exercises judgment in selectingmethods, techniques and evaluation criteria for obtaining results. Networkswith key contacts outside own area of expertise.

Supervision: Determinesmethods and procedures on new assignments.

Principal Duties and Responsibilities
  • 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.
  • Drive and initiate the negotiation process to being successful closure to all renewals and facilitate resolution on all quote rejection matters. Account management, business leaders 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
  • Complete renewal lifecycle management including providing assistance with obtaining Quote/Purchase Orders from customer when required
  • Ensure all maintenance renewal activities are tracked, data auditing is conducted, and defined processes and systems are followed.
  • Provide leadership reporting on renewals pipeline progress via a weekly flash process.
  • Manage 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
  • Respond, track and escalate all inquiries regarding defined targeted accounts
  • 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.

  • Education
    Bachelor’s degree preferred

    Work Experience
    Typically requires aminimum of five years’ experience in renewals, sales, accountmanagement or equivalent customer facing role.

    Knowledge, Skills andAbilities

    · Motivated, goal oriented and able towork independently
    • Ability to organize, prioritize, complete activities and meet deadlines on a daily basis
    • Strong oral and written communication skills with the ability to credibly present recommendations at senior levels in the organization and external customers.
    • 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.

    If you are determined to give your bestevery day and you are seeking an opportunity to work with an amazing group ofpeople, then apply online today!
    Aptean, Inc., is an Equal Employment Opportunity Employer. In accordancewith applicable federal, state and local laws No applicant for employment withAptean shall be subjected to discrimination because of race, color, sex,national origin, religion, disability, age, covered military veteran status, reprisalfor engaging in anti-discrimination activities, protected genetic information,sexual orientation or parental status.

    Key Skill(s)

    About Company

    Aptean was formed by the merger of CDC Software and Consona Corporation in August 2012. Aptean is a Vista Equity Partners portfolio company; Vista is one of the best private equity firm focused on investing in software and technology-enabled businesses with over $7 billion in cumulative capital commitments. Aptean is leading provider of ERP, CRM and supply Chain management solutions; we offer industry-specific software applications that enhance processes across the enterprise, helping businesses manage their resources, supply chain, employees, and customer relationships. Aptean delivers solutions to more than 9,000 enterprise customers in over 100 countries within the manufacturing, distribution, high tech, transportation, retail, government, real estate, financial services, health care, and not-for-profit industries. You can visit companies and to get more information.
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