Customer Advocate

3 weeks ago

Birmingham, United Kingdom Aptean Full time

Overview:
**Location: Birmingham, UK**

Aptean is changing. Our ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 2,400 employees, 50 different products and a global client base, there’s no better time to advance your career at Aptean.

Are you ready for what’s next, now? We are At Aptean you can be part of a dynamic, high growth organization. Our fast-paced environment and dynamic departments are eager for a mover and shaker to step into this role and become an integral part of their team.

**About the Role**

The Customer Advocate (CA) role is a key contributor on the Renewals team. The Customer Advocate will proactively initiate the annual renewals process and drive all phases of the renewal lifecycle. This includes leading the renewal sales process with key stakeholders by facilitating the preparation, delivery and negotiation pricing options, revising assets, obtaining quote/PO approvals, and filing appropriate paperwork.

The CAs role is to drive and manage the renewal pipeline. Additionally, the CA works directly with the Renewals Analyst (RA) to ensure timely and efficient renewals processing, while working cross-functionally with Business Leaders and Account Management to solicit updates and feedback on deliverables related to renewals processing closures.

The CA is also expected to gain a understanding of their customer base’s pain points and how Aptean can bring them additional value and modernize their business by utilizing the Sales & Support Team and identify internal opportunities where applicable.

The CA will assist in negotiating and evaluating Customer requests to the wider business as well as advocating our Aptean Value Proposition and the business to our Customers and Channel Partners.
- Works closely with the Renewals Analyst to ensure all renewal lifecycle milestones are met and that accounts are updated appropriately when opportunities are lost.
- Manages and initiates the negotiation process in conjunction with the business leader to bring successful closure to all renewals and facilitate resolution on all quote rejection matters. Account management and other business functions will provide support as necessary
- Work cross-functionally as required with business partners in sales, legal, finance, etc. to resolve issues raised by customers or partners related to services renewals
- Ensure all maintenance renewal activities are tracked, data auditing is conducted, and defined processes and systems are followed.
- Take ownership of their product lines or assigned accounts as well as supporting the wider team and share best practice.
- Seeks to learn the relationships with the customers/partners assigned to them with regard to their contracts for maintenance and support, ensuring good communications and high customer retention
- Provide feedback to further define internal Renewal Operations processes
- Perform other related duties as assigned or requested. Aptean reserves the right to add or change duties at any time.

**About you**
- Motivated, goal oriented and able to work independently
- Strong oral and written communication skills with the ability to credibly present recommendations at senior levels in the organization and external customers.
- Ability to organize, prioritize, complete activities and meet deadlines on a daily basis
- Requires the ability to acquire an understanding of the general functions of other divisions and their role in assisting with Renewals
- Experience in working with and understanding contracts and legal negotiations is a plus.
- Demonstrable experience in a role involving ‘critical thinking’: i.e. ability to analyze issues, make decisions and problem solve self-sufficiently, without requiring ongoing direction setting. Pragmatic decision making where exceptions are required
- Identifies and communicates improvements
- Understand Business requirements and support change and policies internally and externally.

Learn from our differences. Celebrate our diversity. Grow and succeed together.

“At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” - TVN Reddy

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