Customer Advocate

• Work on the phone in a call center approximately 90% of scheduled time
• Assist members and physicians by responding to telephone and written inquiries
• Respond to inquiries in a prompt, accurate, and objective manner
• Conduct research
• Evaluate customer situations and make decisions
• Respond quickly to questions

Customer Advocate II

• Manage a portfolio of customers within an assigned region under the guidance of the Senior Manager, Regional Customer Success
• Reduce time to first value for new deployments
• Move customers through increasingly advanced usage tiers
• Identify risks to adoption and retention and drive mitigation plans
• Surface expansion and cross-sell opportunities based on usage and outcomes
• Build and maintain trusted relationships with operational leadership and end users
• Lead onboarding, QBRs/EBRs, health checks, and other regular customer touchpoints
• Align configurations with customers’ operational goals and workflows
• Drive adoption of licensed features and mission-critical workflows
• Guide customers from basic use to advanced, integrated workflows using a “Good-Better-Best” framework
• Use usage statistics and customer feedback to recommend configuration changes, workflow enhancements, and best practices
• Define success criteria, baselines, and measurable outcomes with customers
• Document and communicate customer success stories and operational improvements
• Monitor account health using adoption, license activation, utilization, and customer feedback data
• Identify churn risks and execute mitigation plans with internal teams
• Capture and escalate customer issues, blockers, and product gaps to Support, Product, and Deployment
• Collaborate with Sales, Deployment, Product Activation, and Support from deployment through renewal
• Provide structured customer feedback to Product and Sales
• Support renewal and expansion cycles with adoption insights, success stories, and risk assessments

Customer Success Advocate

• Actively listen to policyholders, agents, claimants, and employees to understand needs and clarify information
• Respond to approximately 65–75 inbound calls per day using various platforms
• Provide information and possible solutions regarding company products, services, policies, inquiries, complaints, and problems
• Resolve issues within scope of authority and escalate matters according to policy and procedure
• Manage and service office account books of business
• Respond to concerns across all lines of business using ERIE systems and products
• Make billing arrangements and correct accounting, underwriting, and policy errors
• Document resolutions within established guidelines
• Attend training and informational meetings to maintain knowledge of ERIE policies, procedures, processing systems, industry knowledge, and applicable licensure
• Train and mentor less experienced staff and act as a subject matter expert for the department and projects, as applicable
• Maintain regular and predictable attendance

Customer Advocate I

• Serve as a primary point of contact for RoadRunner’s customers
• Promote customer retention, loyalty, and growth opportunities
• Ensure customer satisfaction and improve areas of dissatisfaction
• Manage multiple projects simultaneously
• Act as a bridge between customers and internal operating departments
• Oversee and resolve customer health issues across supporting areas
• Develop customer-health strategies and intervention plans with internal partners
• Stabilize and save at-risk client business
• Lead customer expansion and margin opportunities, including SWAP, diversion, optimization, and new opportunities
• Coordinate internal teams to ensure smooth, on-time transitions
• Present strategy quotes/estimates and gain customer approval
• Align resources and teams, coordinate timelines, monitor and communicate milestones, and track execution/issues
• Perform customer-retention risk and off-boarding activities
• Report to the Customer Success Manager and interact with customers, Operations, Finance, Customer Success Representatives, and Sales

• Identify, validate, and prioritize systemic customer pain using Support data, customer conversations, escalations, telemetry, sentiment, and other signals
• Understand Design & Manufacturing customer workflows and validate customer pain directly with customers and internal partners
• Build decision-ready Reliability Packages combining customer evidence, quantitative data, business impact, and strategic context
• Develop solution-path recommendations including Product or Engineering changes, diagnostics, supportability improvements, workflow guidance, digital solutions, and communications
• Connect systemic customer pain to Autodesk and Product strategic priorities
• Drive prioritized issues toward clear decisions and accountable owners, escalating when ownership or alignment cannot be established
• Structure complex work by aligning stakeholders, clarifying ownership, and keeping priority issues moving
• Build relationships with Product Management and Engineering teams and bring customer intelligence into roadmap, reliability, planning, and prioritization discussions
• Use strategic customer escalations as intelligence about systemic risk and significant customer impact
• Represent the voice of the customer through direct engagement, advisory groups, support interactions, sentiment, community signals, and other feedback channels
• Partner with Support Readiness to translate decisions, workarounds, Product changes, and resolved customer pain into scalable guidance
• Follow prioritized issues through the Reliability value chain and evaluate whether resulting actions reduced customer pain
• Use modern data, analytics, and AI-assisted tools to accelerate signal identification and synthesis while applying human judgment and product expertise

Customer Advocate, Design & Manufacturing

• Work with the Vice President of Sales to set and achieve regional sales, profit, market share, and customer delight goals
• Oversee regional branch logistics
• Oversee sales personnel training programs
• Oversee sales of specialty products and services
• Manage equipment sales and logistics
• Drive customer satisfaction and technical service excellence
• Manage vendor relations
• Manage regional assets and budgets
• Plan regional sales and service meetings
• Serve as the bridge between customers and Benco Dental

Regional Sales Manager, Customer Advocate

• Work on the phone in a call center approximately 90% of scheduled time according to business need
• Assist members and physicians
• Respond to telephone and written inquiries promptly, accurately, and objectively
• Conduct research

• Proactively manage major customer accounts using supply chain processes, technologies, and tools
• Make tactical and strategic decisions regarding customer accounts while balancing customer needs with Division objectives
• Develop and maintain customer, sales, supply chain, and manufacturing relationships through superior service and communication
• Manage multiple filter frame accounts with expertise, ownership, and accountability
• Serve as customers' day-to-day contact and trusted resource
• Assist with root-cause problem solving for customer issues and concerns
• Build positive customer rapport through responsiveness, proactive updates, reliability, and support
• Use NAV ERP systems for order entry, tracking, and resolution
• Enter customer purchase orders in a timely manner
• Manage order quantities and shipping methods to maximize efficiency and customer satisfaction
• Anticipate customer needs and plan and manage accounts for order receipt
• Monitor inventory levels
• Make daily decisions to ensure seamless order management across multiple accounts
• Investigate and resolve customer issues through root-cause analysis and proactive problem-solving
• Communicate across Sales, Logistics, Planning, and Manufacturing teams
• Procure supplies excluding board and pallets
• Order and plan waste trucks
• Receive invoices and pair them with purchase orders for accounting
• Prepare and enter board deliveries into the ERP system
• Participate in meetings, share knowledge, provide backup support, identify continuous improvements, and contribute to team morale and respectful collaboration

• Provide post-sale technical and/or non-technical customer service and support
• Provide customer service via phone, online chat, or text
• Analyze and resolve customer issues
• Act as liaison between customers, production, and distribution departments regarding specific customer orders
• Follow plant, hygiene, allergen, and Safe Quality Food procedures
• Report potentially unsafe SQF conditions and customer complaints
• Participate in SQF root cause and corrective actions related to customer complaints, audits, validation, and verification activities
• Obtain and provide information or data requiring explanation or interpretation

• Lead the management of strategic accounts, demonstrating expertise and ownership
• Make informed tactical decisions daily, ensuring seamless order management across multiple accounts
• Investigate and resolve customer issues through root cause analysis and proactive problem-solving
• Lead the management of strategic global accounts
• Facilitate training and knowledge sharing to promote timely delivery and accurate invoicing
• Utilize Panther system for order entry, tracking, and resolution
• Maintain a clean order book through diligent order closure and report utilization
• Collaborate with supply planners to optimize use of non-conforming product and reduce inventory waste
• Strategically manage order quantities and shipping methods to maximize efficiency and customer satisfaction
• Serve as a key communicator across Sales, Logistics, Planning, and Manufacturing teams
• Build and maintain positive rapport with customers, providing proactive updates and support
• Promote teamwork, mutual respect, knowledge sharing, continuous improvement, meeting participation, diplomacy, and respect for others