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Nano Customer Advocate Manager – German Speaking

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Nano Customer Advocate Manager – German Speaking

Department: Operations
Reporting to: Regional CAM Manager

Job Description

The Customer Advocate Manager will provide both proactive communication and reactive service to software customers. He/she will manage many accounts and serve as the primary point of contact for all support and product-related issues. The Customer Advocate Manager will research accounts to provide the best possible service and liaison to other departments to find solutions.

Duties and Responsibilities

  • Act as a point of contact for customer inquiries
  • Meet assigned goals to include: researching information pertinent to accounts, developing action plans, engaging customers to “Fan” level
  • Keep customer updated with timely and frequent information about progress towards resolving issue or product updates to improve the overall customer experience
  • Interact with various internal teams (Support Renewals, Marketing, Support Delivery, Product Management, Educational and Professional Services) and educate customer
  • Maintain and client database by reconciling and updating customer information in internal systems
  • Take ownership of accounts assigned with minimal supervision
  • Work as a team player
  • Administrative tasks for assigned accounts and as directed by Manager
  • Other relevant duties as assigned

Education and Experience

  • Bilingual (English) and required local language, professional level
  • 1 year work-related experience in customer-relationships position or similar
  • Proven ability to thrive and deliver results working independently
  • Ability to multi-task and drive outstanding items to completion
  • Ability to navigate multiple screens of internal tools
  • Excellent communications skills, both verbal and written
  • Strong focus on problem-solving and addressing issues proactively
  • Energetic self-starter, with a drive to excel

Preferred Skills/Qualifications

  • Customer care, Quality Assurance or IT (Problem solving, analyzing information, multi-tasking) or any related field
  • Working knowledge of Microsoft Excel and other MS Office applications
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