Customer Advocate Manager



Customer Service, Legal
United States
Posted on Friday, September 15, 2023

Inclusively is partnering with a leading insurance software company to hire a Customer Advocate Manager. **Please note: this role is NOT an internal position with Inclusively but with the partner company.**


Inclusively is a digital tech platform that connects candidates with disabilities including mental health conditions (e.g. anxiety, depression, PTSD), chronic illnesses (e.g. diabetes, Long COVID), neurodivergence (e.g. autism, ADHD) and other disabilities under the ADA. Applicants with one or more of these conditions are encouraged to apply; Inclusively does not require applicants to disclose their specific disability.

We are currently searching for a Customer Advocate Manager who will develop relationships with existing customers who have challenges utilizing or adopting our service and functionality. The ideal team member will be focused on identifying the risks and challenges, devising long-term and short-term strategies for increasing retention, and executing defined plans to ensure high customer satisfaction.

What You’ll Do

  • Develop a relationship with your assigned customers; actively listen, be empathetic, and establish trust
  • Gather an in-depth understanding of the customer’s organization, and document business priorities, current risks, and challenges to ensure customer retention
  • Take ownership, act with a sense of urgency, and exceed expectations by over-communicating
  • Lead the client through the execution of the plan through a defined cadence of touchpoints while maintaining a clear view of customer objectives and KPIs.
  • Act as a liaison between product management and the customer with a focus on communicating the roadmap
  • Become familiar with our industry with a desire for learning our products
  • Investigate and document root causes of process inefficiencies and make proposals on opportunities for process improvement across the organization
  • Engage professionally in person (via Zoom), emails, and on the phone to assist with every client need or issue through resolution
  • Interact with teammates and other departments to collaborate and problem-solve
  • Performs other duties as assigned by immediate manager or management team

What You’ll Need to Succeed

We’re looking for someone who:

  • Can work remotely or from one of our offices

Your experience should include some or all of the following:

Additionally, you may have:

  • Familiarity with customer relationship management (CRM) software and tools, preferably Salesforce
  • Familiarity with process improvement concepts

What You’ll Gain

Benefits from Day One

  • Health insurance plans, dental, and vision
  • Wellness incentives
  • 401(k) and/or RRSP retirement savings plans with employer match

Work-Life Balance

  • Competitive paid vacation time and a free day for your birthday
  • Personal/sick time
  • Paid holidays
  • Flex Time
  • Paid parental leave (U.S. candidates)
  • Volunteer time off