The Customer Success Advocate is a customer facing professional who supports professional services for 10 DLC. The goal is to help educate customers, vet 10 DLC Campaigns and support compliance best practices to reduce spam complaints. You will be assisting the customer success team bringing mobile programs to life for some of the world’s largest enterprises. Real Customer Success comes from the heart with leading customer management and business consultancy skills. You’re passionate about engaging your customers and expanding their use cases. It requires impeccable relational skills and a focus on creating win/win environments for customers and their customers/end-users. And your behaviors align strongly with our values, because ours do.

• 30% Account management support, including customer calls, tracking activities and billing questions related to 10 DLC campaigns etc.
• 70% Lead Campaign Vetting Administration and Problem Analysis/Resolution

• Be the point of contact for customers on 10 DLC best practices and compliance, potentially extending to short code compliance.
• Advise the reasons behind a campaign rejection so that future improvements can be made by the customer.
• Manage intake and approval and set up of T-Mobile Special Business Reviews (SBR)
• Contribute to the success of the customer management team by learning 10 DLC and Short code compliance, and report metrics back to leadership and customers
• Establish a trusted partner/advisor relationship with assigned clients and drive value with our products
• Work closely with customers to understand their measures of success and identify areas for improvement
• Monitor success KPIs and report on each assigned client
• Process Compliance/Vetting and SBR Special Requests, from receipt of initial customer request through customer billing
• Maintain product expertise by keeping abreast of technologies as they apply to Syniverse products and services

• Attend and setup regular meeting with assigned accounts
• Assist the implementation team with issues that may need to be escalated within the customer’s organization or Syniverse to ensure successful and timely deployment of a new service
• Resolve or coordinate the resolution of customer issues during onboarding, and document the results in the knowledge base in accordance with documented guidelines
• Provide marketing knowledge use case development and assist with presentation decks
• Develop the customer relationship with constant communication via operational reviews
• Ensure that customer success documentation is fully up to date, including regular updates in Salesforce.com

• 
  2+ years in customer success or customer service
• Detail-oriented with prior customer compliance experience
• BS/BA in Business or Marketing
• Strong interpersonal, communication and team skills
• Strong analytical and problem resolution skills
• Strong control and follow-up skills
• Effective Business writing skills