Client Advocate at Bank of America handling escalated client requests and providing exceptional care. Investigating issues, managing case reviews, and advocating for clients within established guidelines.
About the role
- Customer Success Advocate managing relationships and client success initiatives at Global Payments. Focused on retention and satisfaction in a hybrid role with multiple U.S. locations.
Responsibilities
- Monitor Salesforce CTAs and account health indicators (e.g., revenue, transaction volume, product usage) to identify risks and take corrective action.
- Engage with clients to resolve issues, address negative feedback (CSAT/NPS), and manage cancellation requests with a focus on retention.
- Track product adoption for newly onboarded clients; provide guidance, training, and resources to remove barriers and increase usage.
- Conduct client check-ins such as mini QBRs or Payment Health Checks to optimize fee settings, promote digital adoption, and ensure continued value.
- Identify and source client success stories, case studies, and referrals to support advocacy initiatives.
- Execute targeted outreach and special projects, including email campaigns, security updates, and engagement for clients without an assigned CSM.
- Collaborate cross-functionally with Support, Product, Marketing, and Sales teams to resolve client needs and enhance overall experience.
Requirements
- 2+ years in Customer Success, Account Management, or a related client-facing role.
- Strong communication, problem-solving, and relationship-building abilities.
- Familiarity with SaaS platforms, Salesforce, and data-driven decision-making.
- Proactive, empathetic, and results-oriented with a passion for customer advocacy.
Benefits
- medical, dental and vision care
- EAP programs
- paid time off
- recognition programs
- retirement and investment options
- charitable gift matching programs
- worldwide days of service
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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