Crisis Prevention Institute
Customer Success Advocate
Crisis Prevention Institute, Milwaukee, Wisconsin, United States, 53244
Customer Success Advocate
at
Crisis Prevention Institute
(CPI)
About the Company Crisis Prevention Institute (CPI) is the worldwide leader in evidence-based de‑escalation and crisis prevention training and dementia care services. Founded in 1980, CPI has trained more than 17 million people in service‑oriented industries such as education, health care, behavioral health, long‑term care, human services, security, corporate, and retail. CPI is dedicated to changing behaviors and reducing conflict to enhance the care, welfare, safety, and security of everyone.
What You Can Expect
Make a difference through your work – you’ll be proud to share your impact with family and friends.
Gain significant career experience in a fast‑growing organization – opportunities from entry‑level to executive leadership.
Feel fulfilled and have fun – we build meaningful relationships and celebrate wins.
Role Overview The Customer Success Advocate (CSA) is the driving force behind building enduring partnerships with CPI’s most strategic accounts. Through proactive relationship management and a relentless commitment to service excellence, the CSA anticipates customer needs, ensures account retention and growth, and transforms every interaction into an opportunity for mutual development.
Responsibilities
Forge powerful partnerships with CPI’s 10+ largest strategic accounts, drive deeper engagement, and unlock new growth opportunities.
Continuously update and leverage each account’s Strategic Action Plan using data‑driven insights such as account health indices, contact lists, usage reports, and satisfaction surveys.
Deliver measurable results by achieving account growth and performance targets to support departmental and organizational success.
Identify and pursue upselling and cross‑sell opportunities in partnership with Account Executives.
Establish trust through consistent, meaningful communication and regular meetings with account contacts.
Respond promptly to all communications and proactively conduct account research to anticipate customer needs and resolve issues before they arise.
Guide customers through legal requirements, offering strategic advice to ensure compliance and peace of mind.
Collaborate seamlessly across Marketing, Sales, Accounting, Customer Care, and other teams to deliver exceptional customer experience.
Perform other position‑related duties as needed.
Qualifications
Bachelor’s degree.
Three years or more of work experience in customer success, account management, or a similar role.
Proficiency with Microsoft Office suite (Word, Excel, PowerPoint).
Excellent interpersonal skills focused on building and maintaining positive relationships with customers and cross‑functional teams.
Demonstrated innovative thinking and a proactive approach to problem‑solving.
Exceptional professional communication and presentation skills, with the ability to convey complex ideas clearly and effectively.
Strong analytical skills with a proven ability to identify challenges and implement efficient, data‑driven solutions.
Highly detail‑oriented and organized, capable of managing multiple priorities and meeting tight deadlines in a fast‑paced environment.
Willingness and ability to travel as needed to support customer engagements or internal initiatives.
Preferred Qualifications
Experience working with executive leadership teams.
Experience working with client relationship management (CRM) software.
Benefits
$60,000 – $65,000 annual salary.
Annual company performance bonus.
Comprehensive benefits package.
401(k).
PTO.
Health & Wellness Days.
Paid Volunteer Time Off.
Continuing education and training.
Hybrid work schedule.
Parental paid leave.
Job Details
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Sales, General Business, and Education
Industries: Wireless Services, Telecommunications, and Communications Equipment Manufacturing
EEO Statement Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, diversity of thoughts and beliefs, creed, sex, sexual orientation, gender, gender identity, or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state, or local law. The Company will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.
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at
Crisis Prevention Institute
(CPI)
About the Company Crisis Prevention Institute (CPI) is the worldwide leader in evidence-based de‑escalation and crisis prevention training and dementia care services. Founded in 1980, CPI has trained more than 17 million people in service‑oriented industries such as education, health care, behavioral health, long‑term care, human services, security, corporate, and retail. CPI is dedicated to changing behaviors and reducing conflict to enhance the care, welfare, safety, and security of everyone.
What You Can Expect
Make a difference through your work – you’ll be proud to share your impact with family and friends.
Gain significant career experience in a fast‑growing organization – opportunities from entry‑level to executive leadership.
Feel fulfilled and have fun – we build meaningful relationships and celebrate wins.
Role Overview The Customer Success Advocate (CSA) is the driving force behind building enduring partnerships with CPI’s most strategic accounts. Through proactive relationship management and a relentless commitment to service excellence, the CSA anticipates customer needs, ensures account retention and growth, and transforms every interaction into an opportunity for mutual development.
Responsibilities
Forge powerful partnerships with CPI’s 10+ largest strategic accounts, drive deeper engagement, and unlock new growth opportunities.
Continuously update and leverage each account’s Strategic Action Plan using data‑driven insights such as account health indices, contact lists, usage reports, and satisfaction surveys.
Deliver measurable results by achieving account growth and performance targets to support departmental and organizational success.
Identify and pursue upselling and cross‑sell opportunities in partnership with Account Executives.
Establish trust through consistent, meaningful communication and regular meetings with account contacts.
Respond promptly to all communications and proactively conduct account research to anticipate customer needs and resolve issues before they arise.
Guide customers through legal requirements, offering strategic advice to ensure compliance and peace of mind.
Collaborate seamlessly across Marketing, Sales, Accounting, Customer Care, and other teams to deliver exceptional customer experience.
Perform other position‑related duties as needed.
Qualifications
Bachelor’s degree.
Three years or more of work experience in customer success, account management, or a similar role.
Proficiency with Microsoft Office suite (Word, Excel, PowerPoint).
Excellent interpersonal skills focused on building and maintaining positive relationships with customers and cross‑functional teams.
Demonstrated innovative thinking and a proactive approach to problem‑solving.
Exceptional professional communication and presentation skills, with the ability to convey complex ideas clearly and effectively.
Strong analytical skills with a proven ability to identify challenges and implement efficient, data‑driven solutions.
Highly detail‑oriented and organized, capable of managing multiple priorities and meeting tight deadlines in a fast‑paced environment.
Willingness and ability to travel as needed to support customer engagements or internal initiatives.
Preferred Qualifications
Experience working with executive leadership teams.
Experience working with client relationship management (CRM) software.
Benefits
$60,000 – $65,000 annual salary.
Annual company performance bonus.
Comprehensive benefits package.
401(k).
PTO.
Health & Wellness Days.
Paid Volunteer Time Off.
Continuing education and training.
Hybrid work schedule.
Parental paid leave.
Job Details
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Sales, General Business, and Education
Industries: Wireless Services, Telecommunications, and Communications Equipment Manufacturing
EEO Statement Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, diversity of thoughts and beliefs, creed, sex, sexual orientation, gender, gender identity, or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state, or local law. The Company will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.
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