At a Glance
- Tasks: Build strong relationships with customers and ensure they have a top-notch experience.
- Company: Join Fortra, a fun and supportive tech company focused on customer success.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for personal growth.
- Other info: Dynamic team environment with a focus on collaboration and innovation.
- Why this job: Make a real impact by advocating for customers and driving their success.
- Qualifications: 3+ years in customer success or support, with strong communication skills.
The predicted salary is between 45000 - 55000 £ per year.
Whether you’re an experienced professional or just getting started, your contributions matter at Fortra.
If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you.
We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!
The Customer Advocacy Manager (CAM) manages a portfolio of strategic customers and serves as a trusted advisor between customers and internal Secure Data Exchange teams.
Their primary goal is to ensure Secure Data Exchange customers receive a positive and high-quality customer experience.
The CAM has a strong understanding of the Secure Data Exchange product portfolio and is able to talk confidently about the products.
The CAM acts as a champion for their customers, striving to build long-term relationships and realization of full product value, while translating the needs and evolution of their customers’ voice.
The CAM takes ownership of customer issues, aligning proper resources and driving to successful resolutions.
Lastly, the CAM partners with Sales to identify and execute opportunities to leverage the Secure Data Exchange product portfolio and to grow the customers’ footprint.


WHAT YOU'LL DO
- Build strong, trusted, and influential relationships with customers and the Secure Data Exchange organization
- Provide leadership and day-to-day direction for the delivery of Secure Data Exchange services to customers
- Assist with all facets of customer retention including proactive risk identification and mitigation
- Develop and maintain effective communication with customers on a regular basis
- Liaise between customers and Secure Data Exchange Support, Product, Sales, Development, and Cloud teams to resolve customer needs and concerns
- Develop strong understanding of Secure Data Exchange products, customer use cases, and specific values to each of the customers under management
- Own and coordinate the Root Cause Analysis process, working cross-functionally to gather the required information and drive timely, accurate outcomes
- 


QUALIFICATIONS
- 3+ years relevant customer success or 5+ years of support experience with any relevant industry experience (e. g. MFT, cloud, Automation) highly desirable.
- Bachelor’s degree in Computer Science/MIS, or equivalent combination of education and experience
- 2 years of experience in a CSM I role or 4 years of experience in a support role.
- Familiarity and knowledge of IT, Managed File Transfer and cloud technology concepts.
- Experience with account management in CRM systems (Dynamics and Salesforce).
- Strong interpersonal, written, and verbal communication and negotiation skills.
- Along with strong communication skills, have strong active listening skills, with the ability to understand customer needs, ask effective questions, and build trusted relationships.
- Able to confidently challenge and influence internal stakeholders when necessary.
- Excellent attention to detail and good creative problem-solving abilities.
- Ability and willingness to travel.
At Fortra, we’re breaking the attack chain.
Ready to join us?
Visit our website to learn more about why employees choose to work for Fortra.
Remember to connect with us on Linked In.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.
Customer Advocacy Manager employer: Fortra
Fortra is an exceptional employer that values innovation and collaboration, offering a fully remote role that empowers you to drive growth across the UK, Ireland, and Nordics. With a strong focus on employee development, you will have access to continuous learning opportunities and a supportive work culture that encourages strategic thinking and partnership building. Join us to be part of a dynamic team where your contributions directly impact our success in the cybersecurity landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Advocacy Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fortra. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fortra before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Advocacy Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fortra:Your cover letter is your chance to shine! Tell us why you want to work at Fortra specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fortra!
How to prepare for a job interview at Fortra
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
