Client Advocate

UK / Remote

Experience: 3+ years

About Klevu

Klevu is a discovery experience suite that revolutionises online shopping. It provides a range of SaaS based solutions, that are deep rooted in AI-ML technology and delivered via cloud for online retailers. Klevu is a global Finnish company that prides in diversity, great team, excellent partner network and global customer footprint. Learn more from www.klevu.com

The client advocate bridges the gap in Customer Success between Klevu and it’s Premium and Premium + clients. They provide a named outreach for the clients voice to be heard through either implementation, training and implementing best practices whilst introducing clients to additional products and services that Klevu provide to ensure they are getting the maximum value from their subscription.

Responsibilities:

  • In conjunction with Marketing provide outreach into our customer base at premium / + level informing them of services available
  • Be a point of contact for all Premium / + and be able to direct them to any appropriate resource that is available to help them achieve their aims
  • Conduct individual / weekly group training sessions providing insight into the Klevu Merchant Centre and offering best practice advice on all aspects of ecommerce product discovery
  • Identify any at risk of churn clients and take appropriate escalation action
  • Introduce new products to clients and identify any upsell opportunities to appropriate sales reps
  • Utilise existing data sets to identify clients at risk or clients in overages and make appropriate outreach
  • Work with Customer Success to identify referenceable clients / case studies for our marketing team
  • Work with our marketing team to grow our know your customer program to ensure we are targeting the correct people for our marketing

Must haves:

  • 3+ years experience in SaaS product’s customer success management ideally connected to online retail industry
  • Demonstrated KPI-based customer happiness
  • Superior demonstrable client service and relationship management skills
  • Strong analytical and problem solving skills
  • Experience in data analysis ideally with Google Analytics
  • Strong presentation skills and experience in delivering training and Business Reviews to show value to the customer
  • Be able to prioritise effectively without compromising on quality
  • A domain expert, naturally curious and data obsessed
  • Fluent written and verbal communication in English
Nice to haves:
  • Academic education/degree in Computer Science or Software engineering
  • Hands-on experience in eComm ecosystems such as Magento, Shopify or BigCommerce
  • Experience of On-Site Search, Merchandising and Optimization

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