Customer Value Advocate Manager
Skills
- Strategic account and renewal management
- Churn mitigation and retention strategy
- Customer health and adoption monitoring
- Tableau for dashboards and triage
- Cross-functional stakeholder collaboration
- Executive-level communication and advisement
- Program design and enablement
- Data-driven analysis and impact tracking
- Facilitation of renewal clinics and working groups
Responsibilities
- Identify and engage red and at-risk accounts to increase renewal likelihood
- Partner with CSMs to develop renewal strategies, pricing proposals, and customer-facing materials
- Lead customer-facing engagements for near-term renewals and provide strategic support for longer-term accounts
- Manage accounts during CSM leaves or coverage gaps to ensure continuity
- Monitor account health, usage and adoption via health scores, adoption dashboards and Tableau triage dashboards
- Run targeted plays to increase adoption of specified product areas (CE, SI, ABM) and track post-engagement adoption
- Launch and support ICU Model, Swimlanes, ICU Hub, Renewal Clinics and at-risk playbooks
- Create frameworks to measure ICU impact (TRD saved, win rates, engagement metrics)
- Collaborate cross-functionally with FLMs, Marketing, Product, Enablement, CS Ops, Support and PC teams
- Act as strategic advisor to CS leadership, lead bi-weekly working groups, offsite resilience training and renewal clinics
Education
- Bachelor's degree or equivalent experience (business, marketing, or related field preferred)
- Advanced degree (MBA or similar) preferred but not required
Benefits
- Comprehensive health, life and disability insurance
- 401(k) employer matching program
- Paid holidays, PTO and generous paid parental leave
- Quarterly self-care days and wellness education sessions
- Stock options (board approval dependent) and potential bonus/commission
- Remote equipment and support, learning & development (LinkedIn Learning access)
- Inclusive culture with ERGs and regular company events
Average salary estimate
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