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Aptean · 3 hours ago

Customer Advocate

Atlanta, GA

Full-time

Onsite

Entry Level

1+ years exp

Aptean is a global provider of mission-critical, industry-specific software solutions. The Customer Advocate serves as the primary relationship owner for an assigned portfolio of customers, managing the full renewal and payment lifecycle across all products and services.

Developer PlatformEnterprise Resource Planning (ERP)Enterprise SoftwareSoftware

Responsibilities

Serve as the primary point of contact for assigned customers throughout the renewal lifecycle

Conduct renewal conversations with business and financial contacts, ensuring alignment on value and outcomes

Prepare renewal contracts and order forms, ensuring accuracy in pricing, uplift, and co-terminations

Frame the customer’s value story and address barriers to renewal through proactive, data-informed communication

Coordinate with Finance, Legal, and Operations as needed to resolve system or billing issues

Oversee invoicing, payment follow-up, and resolution of any open accounts

Manage asset accuracy, billing corrections, and record-keeping for renewal and payment history

Identify on-premises customers who may benefit from SaaS migration and partner with Account Managers on that motion

Consult Salesforce, support case history, payment history, and customer temperament before initiating any renewal

Use AI assistants and digital tools to automate administrative tasks, identify risk signals, and deliver insights that improve customer experience

Collect CSAT/CES feedback post-renewal and act on insights to improve process ease and quality

Qualification

Customer success experienceCommunication skillsNegotiation skillsSalesforce knowledgeContract management experienceBilling systems experienceProcess ownershipInterest in AIAttention to detail