Manager, Customer Advocate

Descripción de la oferta

Apollo is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. Apollo provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a Series D in 2023 and is backed by top-tier investors, including Sequoia Capital and Bain Capital Ventures, and counts the former President and COO of HubSpot, JD Sherman, among its board members.

The Role

The Customer Advocate team drives revenue for Apollo’s Sales Assist motion to complement the Self-Serve and Sales-Led revenue motions. This chat-based motion facilitates high-velocity purchasing coming from in-product or website chats. Our mission is to provide a world-class customer experience by removing friction from the buying process and enabling our customers with products and insights that help their businesses succeed.

We strive to achieve this by generating ARR through directly closing transactional new business and upsell deals for small businesses evaluating Apollo, educating small businesses on Apollo’s pricing and plans throughout the self-service evaluation and purchasing process, asking thoughtful questions to uncover additional opportunities to increase product usage, providing fast and accurate answers to customer inquiries, and delivering clean handoffs to Support and Account Executives when situations require.

What You’ll Do

Manage the Global Customer Advocate Team by building, enabling, and leading a global chat team to consistently meet revenue and online sales excellence targets while creating a world-class customer experience. Drive business impact by consistently meeting and striving to exceed revenue targets and online sales SLAs. Build the team by hiring, developing, and promoting representatives. Establish a world-class standard by setting a high bar of excellence and leading the team to consistently uphold company values and deliver best-in-class customer experiences. Develop, coach, and enable representatives early in their sales careers through mentorship and structured coaching, helping them thrive in the Customer Advocate role while creating strong promotion paths to future roles at Apollo. Provide ongoing feedback and enablement to direct reports focused on process execution and skill development. Serve as a subject matter expert on Apollo’s product, pricing, and processes. Improve Apollo’s Sales Assist motion by leveraging data, systems, and processes to identify and implement enhancements that increase representative productivity and effectiveness. Manage strong daily execution for chat completion by ensuring conversations are responded to and resolved in a timely manner. Collaborate with cross-functional partners to optimize chat processes. Use data to identify areas for improvement within the Sales Assist motion to increase team efficiency and effectiveness. Share key learnings with management and cross-functional partners to inform go-to-market strategy and broader company priorities.

What We Are Looking For

A minimum of three years of experience successfully managing a team in a high-volume sales motion, with at least one year of experience in a manager role. Proven leadership experience with demonstrated expertise in coaching high-performance teams that consistently achieve 100% or more of quota attainment while enabling clear career development paths. Deep knowledge of sales processes and the ability to enable and manage a team that applies strong selling skills in their day-to-day work. Exceptional organizational skills with the ability to prioritize the areas that drive the most impact, including deal management, data analysis, one-on-ones, coaching, customer escalations, and cross-functional collaboration. Strong written and verbal communication skills combined with a data-driven approach and the ability to interpret trends and implement strategies that drive revenue impact. Curiosity, grit, and resilience, with a growth mindset and the persistence to overcome challenges in a high-pressure environment. A competitive spirit with a strong desire to win, strategic thinking, adaptability, confidence, and a relentless work ethic.

Requerimientos

• Educación mínima: Educación superior - Licenciatura
• 5 años de experiencia
• Idiomas: Inglés

Palabras clave: lider, jefe, gerente, manager, director, chief, lead, jefatura, regente

Hace 3 horas (actualizada)

Acerca de Apollo.io