Senior Principal Customer Advocate Manager

Unqork

9h•$145,000 - $200,000•Remote

About The Position

Unqork empowers enterprises to accelerate growth by rapidly building, testing, and running AI-powered applications that embody the future of enterprise development. Trusted by the world’s largest organizations in highly regulated industries, these applications become more secure over time while significantly reducing technical debt—allowing businesses to focus on innovation rather than maintenance. Unqork’s customers include Goldman Sachs, Marsh, BlackRock, and the U.S. Department of Health and Human Services. At Unqork, we value inclusive and innovative thinkers who boldly challenge the status quo. We encourage you to apply! The Impact U will make: Relationship Building: Establish and nurture strong relationships with customer stakeholders at all levels, from technical champions to economic buyers, starting before contract close. Partner with customers, internal teams and SI’s in the delivery of applications Educate customers about Unqork, including new features and functionality on a regular basis Ensure customer needs are met at the highest level of quality regardless of delivery model and resources assigned Strategic Vision & Adoption: Develop and continuously refine a customer advocacy strategy aligned with Unqork's goals for success, retention, and expansion. Help customers expand their use of Unqork by understanding existing use cases, identifying blockers, and proactively suggesting additional applications. Develop and execute customer success strategies, ensuring adherence to best practices and compliance to agreed-upon roles/responsibilities Track and manage renewals, including appropriate teams as needed Utilize health and success metrics to monitor customers and their application usage to drive success strategy Ongoing Support: Provide continuous assistance post-go-live, including regular check-ins, Quarterly Business Reviews (QBRs), and defining Customer Success Plans (CSPs) to ensure ongoing platform adoption. Support expanding use of Unqork by identifying and driving expansion within accounts Identify opportunities for enablement, training and technical advisory services, as well as analyze support tickets and share strategic findings with customer Advocacy & Collaboration: Act as the internal voice of the customer, ensuring their wins, challenges, and insights are heard, understood, and acted upon by internal teams across GTM, Product, Marketing, and other teams within Unqork. Share customer feedback with internal teams to identify opportunities for product improvement, template development, and new features Identify customer success stories and work with Marketing to publish case studies, testimonials and references to highlight tangible business value

Requirements

5-7+ years in a customer-facing role (Customer Success, Consulting, Implementation, Sales) within SaaS, ideally in a growth-stage or startup environment
Proven expertise in client relationship management, technical delivery, and product management, utilizing metrics driven decisions, and managing a portfolio of key customers
Technical aptitude with a strong desire to master the Unqork platform
Strategic thinker with a solution oriented-minded approach - you have a proven track record of creating clear strategic customer success plans with tactical steps
Proven track record of cross-functional collaboration skills, knowing how to be the voice of the customer internally drive successful outcomes
Exceptional communication, organizational, interpersonal, and presentation skills
You will need to manage multiple priorities and deadlines effectively in this role

Nice To Haves

Having a proven track record of building C-level relationships is a plus!
Experience with a LCNC platform is a plus!

Responsibilities

Establish and nurture strong relationships with customer stakeholders at all levels, from technical champions to economic buyers, starting before contract close.
Partner with customers, internal teams and SI’s in the delivery of applications
Educate customers about Unqork, including new features and functionality on a regular basis
Ensure customer needs are met at the highest level of quality regardless of delivery model and resources assigned
Develop and continuously refine a customer advocacy strategy aligned with Unqork's goals for success, retention, and expansion.
Help customers expand their use of Unqork by understanding existing use cases, identifying blockers, and proactively suggesting additional applications.
Develop and execute customer success strategies, ensuring adherence to best practices and compliance to agreed-upon roles/responsibilities
Track and manage renewals, including appropriate teams as needed
Utilize health and success metrics to monitor customers and their application usage to drive success strategy
Provide continuous assistance post-go-live, including regular check-ins, Quarterly Business Reviews (QBRs), and defining Customer Success Plans (CSPs) to ensure ongoing platform adoption.
Support expanding use of Unqork by identifying and driving expansion within accounts
Identify opportunities for enablement, training and technical advisory services, as well as analyze support tickets and share strategic findings with customer
Act as the internal voice of the customer, ensuring their wins, challenges, and insights are heard, understood, and acted upon by internal teams across GTM, Product, Marketing, and other teams within Unqork.
Share customer feedback with internal teams to identify opportunities for product improvement, template development, and new features
Identify customer success stories and work with Marketing to publish case studies, testimonials and references to highlight tangible business value

Benefits

Work from home with a remote-first community
Unlimited PTO (and the encouragement to use it)
Student loan payback program
100% employer-covered medical, dental, and vision options available to you and your dependents
Flexible Spending Account (FSA)
Monthly stipend toward your WFH setup, vacation, development and more
Employer-sponsored 401(k) with contribution match
Subsidized ClassPass Membership
Generous Paid Parental Leave

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume