Strategic Customer Success Advocate (Enterprise Accounts)

JOB SUMMARY

The Hey DAN Customer Success Team is looking for a new team member! We are seeking a high-impact and energetic team member committed to building client relationships and ensuring our clients  continue to receive exceptional service. This is not a reactive support role. We need a strategic interventionist who takes personal ownership of the client’s success and acts before issues arise. If you have excellent communication skills, have a growth mindset and a deep commitment to providing excellent customer value, then this position may be for you! We are happy to train the right candidate who can grow into the position.

MAJOR TASKS & RESPONSIBILITIES

As a Customer Success Advocate, you will be  responsible for:  

• Strategic client engagement: Engaging with enterprise-level clients to understand their end-to-end experience, identifying pain points, and uncovering potential bottlenecks. 
• Proactive problem-solving: Monitoring service deliverables and backlog trackers to identify recurring patterns or concerns, then collaborating with the team to implement solutions. 
• Team coordination: Partnering with Client Delivery Managers (CDMs) to ensure projects are completed to the highest standards
• Anticipatory Support: Exceed the 30-minute response SLA by providing pre-emptive updates. Beyond just answering questions, you will proactively reach out to users to ensure successful onboarding and troubleshoot potential friction points. 
• Internal Advocacy: Actively drive project momentum by holding Client Delivery Managers (CDMs) accountable to timelines. You are the ‘voice of the client’ internally, responsible for interrupting workflows if a project is at risk of falling below standards. 
• Data integrity and analysis: Performing research on actual service totals versus projections and assisting with post billing analysis 
• CRM Management: Ensuring all client-facing activity and communications are accurately logged into Hubspot by all relevant Hey DAN parties to maintain a single source of truth
• Risk Mitigation: Proactively audit the backlog tracker to anticipate delays. You are expected to flag service risks and initiate a resolution plan with the team before the client ever sends an inquiry.  
• Technical oversight: Overseeing client-facing App support including password resets, escalating tech issues, seeing that each item is resolved within an appropriate time frame 
• Administrative excellence: Managing client focused administrative tasks such as billing,  promotional items, and greeting cards 
• Business intelligence: Participating in client meetings and providing comprehensive summaries including specific and the identification of new business opportunities
• Operational agility: Taking the initiative and doing whatever it takes to get the job done 

REQUIREMENTS

• Excellent command of the English language, with talent for concise and persuasive writing 
• Analytical mindset: a natural ability to problem-solve and genuine enjoyment of technology
• High-Bias for Action: A proven ‘early-warning’ instinct. We need someone who doesn’t wait for permission to fix a problem and who naturally feels ‘restless’ until a client’s pain point is resolved. 
• Impeccable organization skills and orientation to details 
• A proven ability to work effectively within a team, with the confidence to hold colleagues accountable for customer success 
• A growth oriented approach with strong motivational skills and “can do” attitude
• A background or orientation in sales is a plus
• Experience leading a team is not required but is a plus

WHO WE ARE

Hey DAN (formerly Dial-A-Note) is a mobile voice-to-CRM service that uses AI and human intelligence to transcribe voice notes into structured data for CRM platforms like Salesforce and HubSpot. It helps sales professionals save time by capturing meeting summaries, expenses, and follow-up tasks by speaking into the app. 

We believe that sustaining a business for the long haul requires honesty, integrity, and mutual respect. We believe that doing our best to live up to these principles will lead to exceptional customer experiences, long-term financial returns and will enable us to provide secure employment to those who commit to them and exceptional services to those who choose to work with us.

To learn more, you may visit our website by copying this link into your browser: https://heydan.ai

Additional Notes:

AI tools may be used to screen applications for minimum qualifications and relevant experience. While these tools help us stay efficient, humans make the final hiring decisions. Your personal data is processed in accordance with data privacy laws, and will not be used to train any AI models.

Find out more about Civicom Pacific at www.civi.com and our Feathers Project at www.feathersproject.org.