Customer Advocate

Reston, VA
Jul 17, 2017
Aug 07, 2017
Accountant, IT
Full Time
Job Description Are you passionate about customers and your ability to help them achieve their objectives? Do you have experience supporting SaaS solutions and crave a fast paced, fun, rewarding environment? Do you have high standards and have a relentless desire to see the impact you can make on an organization every day? Do you have experience working on a services team to help make sales great? If so, bring your talent to FranConnect, the leader in software solutions for the franchise community, the largest growing economic sector and employer in the United States. We're looking for a Customer Advocate who can help us establish advocacy and loyalty among our customer base. The Customer Advocate reports to the Director of Customer Advocacy and will be part of a team that is responsible for working with customer accounts after the initial implementation and enablement of FranConnect software is completed. The Customer Advocate (CA) will play a lead role in ensuring that FranConnect customers are continuing to use, leverage and adopt FranConnect's solutions to help them continue to build value for their organizations through its use. Specifically, the CA is responsible for managing all aspects of the customer account post-implementation, including setting up periodic executive account reviews, regularly engaging with the customer to ensure that they are aware of new product features and releases, coordinating best practice reviews with the primary point of contacts, and proactively monitoring FranConnect usage. The CA will be the primary role responsible for ongoing customer success post-implementation and will have a significant impact on customer health, customer retention, and ultimately, the customer renewal process. This position is located in Reston, VA. No relocation assistance provided. As part of the FranConnect team, you will: · Work with the Project Manager to conduct the “turnover to Support and CA process” once the customer has completed the initial implementation and enablement program. · Monitor customer accounts to ensure: o Engagement measured by usage; o Adoption among the users; o The solution is continuing to drive value. · Conduct proactive customer engagement techniques to ensure that FranConnect maintains a deep and valuable relationship with its customers. Activities would include, but are not limited to: o Monthly/quarterly account reviews with the customer; o Scheduling ongoing coaching and learning sessions with the primary users; o Coordinating executive site visits; and, o Briefings on new product releases and features. · Collaborating with FranConnect stakeholders if a customer is at risk or in need of additional support · Assist Sales in managing the customer renewal process · Working cross-functionally with Sales, Support, Services, and Products to: o Notify the Sales Team of expansion opportunities; o Coordinate with Services for additional enablement needs to drive ongoing customer adoption; o Work with Support to ensure seamless communication on escalated customer issues; and, o Notify the product team of product features and changes requested that are priorities for customers and retention Who you are: You have 7+ years of overall work experience with a minimum of 3 years working with enterprise-level software solutions and a minimum of 2 years of work experience working as a Technical Account Manager, CSM or CA at a SaaS company · You have worked in a fast paced SaaS environment and have a can-do attitude You have strong organizational skills and the ability to communicate and negotiate with senior-level executives You have Sales and strategic customer management acumen You have the ability to work with, and bridge, technical and business people You have exceptional verbal and written communication skills and seek regular feedback from your peers You seek to work in a constantly changing environment where the process is fluid and creative and unique solutions are desired. You are energetic, never settle for the status quo, are a creative problem solver, and like to have fun at work You have a Bachelor's or advanced degree Skills that are a plus: You have previous Sales experience. You have familiarity with the franchise industry Company Description About FranConnect FranConnect provides proven franchise management software to more than 600 brands and 110,000 franchisees including multi-unit operators and area developers. Our customers†(TM) business priorities are unit growth, franchisee engagement, and unit performance. As the leading software company built for and by franchisors, we help customers improve their business outcomes by providing greater visibility and control throughout the franchise lifecycle. Our customers rely on FranConnect to grow the number of units and make them more successful. Only FranConnect comes with Franchising Built-InTM â€" exclusive functionality and best practices for the entire franchise lifecycle â€" so franchisors can more effectively manage, track and run their business. FranConnect†(TM) s core product is our SaaS offering, FranConnect Sky. FranConnect Sky benefits include: • Performance Visibility: FranConnect Sky includes a breadth of functionality that provides complete visibility across the franchising lifecycle. Franchisors can manage unit performance against objectives and create dashboards to view franchisee communication history in one place such as franchisee quality performance, royalty calculations and unit renewals. • New Franchise Development: FranConnect Sky includes complete franchise-specific CRM functionality. Franchisors can improve lead-to-close conversion rates as they generate more leads, reduce cost per lead and ensure compliance with FDD Electronic Disclosure. • Opening New Units: FranConnect Sky includes functionality to reduce days to first dollar when opening and onboarding new franchisees and units. Area reps, new owners and headquarters personnel can proactively manage projects, quickly resolve issues and keep the process moving forward, while sharing best practices and critical knowledge. • Engaging Franchisees: FranConnect Sky†(TM) s central communications hub improves unit communications and collaboration, reduces support costs, and shortens issue resolution time, resulting in improved franchisee relations. • Local Marketing: Franchisees can increase unit revenue by locally promoting their business more effectively and generating more traffic and repeat business - all within brand standards. FranConnect is a portfolio company of Serent Capital, a San Francisco-based growth investment firm that partners with software and services business to drive topline performance. With over 15 portfolio companies, Serent Capital has demonstrated a meaningful track record of success with >30% annual growth across the portfolio. Serent is committed to recruiting and investing behind great talent in its companies as the key driver of success.

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