Customer Advocate

Customer Service @ Waltham, MA, United States

Job Summary

Are you looking to get your foot in the door to a super cool and exciting company? Growing up did you always outperform your friends when it came to selling candy, lemonade, Girl Scout cookies, etc.?! Are you looking for a way to build a solid sales foundation? If any of this sounds true, you'd probably be a good fit for Progress' Customer Advocate position!

Progress is seeking a Customer Advocate to join the team in Waltham, MA.  As a Customer Advocate, you will gain exposure to many facets of the sales organization. Customer Advocates are the first point of contact for DevTools/Telerik customers. This person will be responsible for segmenting incoming leads that come to us via a variety of channels. Additional tasks include assisting sales team members with quote requests, processing orders, researching accounts, assignment of accounts, license key management, and prompt, courteous follow-up on all inquiries.

About the Role:
Here are some things you would have done last week, if you were a part of our team, as a Customer Advocate: 
  • Processed sales orders: issued quotes, invoices, processed payments (credit card/check/bank transfers) 
  • Provided customers’ with their license key and assisted with licensing related issues 
  • Responded to in-bound customer sales inquiries: answered all pricing and licensing related questions, extended evaluation licenses, thanked customers, and responding to other first level sales inquiries 
  • Triaged customer queries: escalating concerns or complaints related to the sale, licensing or pricing of our products to the appropriate team 
  • Understood processes and changes: maintained a detailed understanding of procurement processes, licensing and pricing updates, promotions and campaigns 
  • Tracked sales activities, customer interactions, customer data and customers' status within internal systems and on internal reports 
  • Served as the liaison between customers and appropriate company departments to champion the needs of the customers 
  • Identified issues and brought this to the Team Lead’s attention 
  • Handled incoming calls and either answered the customers question or directed them to the appropriate person.
  • Monitored the main voicemail system and ensured messages were responded to in a timely manner 
  • Assisted other internal teams on an ad hoc basis  

About You: 
  • Bachelor’s Degree is preferred 
  • Interest in sales 
  • Passionate about helping potential customers quickly and effectively reach decisions about the company’s total product offerings 
  • Excellent verbal, business writing, and presentation skills 
  • Strong work ethic with the ability to successfully prioritize and manage multiple tasks 
  • Well organized with attention to detail 
  • Able to switch gears and work on another project quickly 
  • Strong Microsoft Office skills 
  • Experience within the IT or Software industry is an advantage 
  • CRM experience is considered a plus  

If you are looking for a: 
  • Chance to join a team and a company globally recognized for its cutting-edge products 
  • Constant stream of fun challenges to solve- with the resources to solve them
  • Friendly, informal, and knowledge-sharing environment with smart people around you 
  • Way to impact millions of people worldwide through your ideas 
  • Fantastic benefits program 
  • Company with fun social events

Progress is proud to be an Equal Opportunity Employer!
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