Customer Success Advocate II

Job Description

Job Description

Our Story :

Crisis Prevention Institute Inc. is the worldwide leader in evidence-based de-escalation and crisis prevention training, and dementia care services.

Since 1980, we’ve helped train more than 15 million people within service-oriented industries including education, healthcare, behavioral health, long-term care, human services, security, corrections, corporate, and retail.

At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and Security SM of everyone.

We believe in the power of empathy, compassion, and meaningful connections. We believe personal safety and security are the antidotes to fear and anxiety.

It’s a philosophy that is central to everything we do, and traces back to our beginning. It is what defines and differentiates us, and informs our core beliefs.

As a member of the team, you can expect to :

• Make a difference through your work You’ll be proud to tell your family and friends about what you do.
• Gain significant career experience only obtained within a fast-growing organization Entry-level roles through executive leadership.
• Feel fulfilled and have fun We work hard but make the time to build meaningful relationships and celebrate the wins.

The Role :

Customer Success Advocates (CSA) are responsible for building strong partnerships with the largest organizations that CPI partners with.

CSAs manage the day-to-day oversight of the relationship with the customer and are responsible for strategic planning, maintenance, and expansion and growth of CPI’s revenue derived from those organizations that span nation-wide and have thousands of employees.

What You Get To Do Everyday :

• Manage partnerships of 3-5 of the largest strategic accounts CPI works with.
• Partner with sales representatives on the growth of managed of accounts.
• Complete bi-annual strategic account planning for all assigned accounts, provide monthly reporting and health assessments, and conduct (at a minimum) annual business reviews.
• Partner with customers to document end-to-end training processes.
• Serve as a liaison with Learning Management System (LMS) teams (internal and customer facing).
• Update the Client Relationship Management (CRM) system and other systems as needed with customer information.
• Act as a subject matter expert for customer reporting and other sales processes.
• Assist with the creation and maintenance of CSA tools and resources.
• Perform other position-related duties as needed.

You Need to Have :

• Bachelor’s degree or equivalent work experience
• Two years or more experience in sales, account management, or a similar role
• Experience being part of a large-scale or long-term project team
• Experience working with Challenger selling
• Experience using CRM software
• Experience working with Microsoft Suite products (Word, Excel, PowerPoint)
• Strong professional communication and presentation skills
• Innovative thinking and problem-solving
• Able to travel (potentially up to 15%-25%)
• Strong analytical and problem-solving skills with the ability to identify and implement efficient solutions
• Excellent communication and interpersonal skills, with a focus on building positive relationships with clients and internal stakeholders
• Detail-oriented and highly organized with the ability to manage multiple tasks and deadlines effectively

We'd Love to See :

Experience working with senior and executive leadership teams

What We Offer :

• $60,000 - $65,000 annual salary
• Annual company performance bonus
• Comprehensive benefits package
• 401k
• Health & Wellness Days
• Paid Volunteer Time Off
• Continuing education and training
• Hybrid work schedule

Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, diversity of thoughts and beliefs, creed, sex, sexual orientation, gender, gender identity, or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership / union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state, or local law.

The Company will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.

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