Customer Success Advocate

November 15

🗿 South Dakota – Remote

Although this job is listed in South Dakota, this company may be open to hiring remote in other states.

⏰ Full Time

🟢 Junior

🟡 Mid-level

🗣️ Customer Advocate

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SBS CyberSecurity

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Cybersecurity • SaaS • Compliance

SBS CyberSecurity is a cybersecurity company that provides managed security services, audits, testing, incident response, virtual CISO services, and regulatory compliance support while also offering a GRC SaaS product (TRAC) for risk and vendor management. The company runs an education arm (SBS Institute) with role-specific certifications and free webinar training, and serves banks, credit unions, healthcare, telecom and other regulated industries. SBS combines consulting, software, and training to help organizations streamline compliance, strengthen security posture, and manage third-party risk.

51 - 200 employees

Founded 2004

🔒 Cybersecurity

☁️ SaaS

📋 Compliance

📋 Description

• Provide timely responses and resolutions for client inquiries received via phone, ticketing system and/or live chat requests. • Act as a Subject Matter Expert to the client. • Proactively identify sales opportunities and collaborate with Sales for follow-up. • Provide training for new clients as they transition to service. • Provide world-class service by exceeding client expectations. • Perform troubleshooting with customers to either resolve their issue or communicate the issue to our Development Team. • Determine minimal use-case to recreate, and solve issues, if possible, or provide concise details to Development Team for further analysis and resolution. • Consistently apply deductive problem-solving skills to investigate and solve a broad range of situations. • Proactively call clients, as needed, ensuring world class service. • Work collaboratively with the SBS Services team to answer questions and resolve issues related to service delivery. • Analyze each support request for root cause, determine if the issue could be prevented by changes in the software or business processes, and outline change recommendations. • Update and create online knowledgebase articles to reduce support requests. • Capture details of each support request in SBS’s ticketing system. • Create and update current and new department processes. • Participate in testing fixes provided by Software Development Team and confirm client satisfaction, where applicable. • Collaborate closely with Development Team to ensure SBS’s software is more intuitive, easier to deploy and easier to support. • Provide pre-sales technical support, as needed. • Recognize end-users’ needs for additional products and services.

🎯 Requirements

• Associate degree, or minimum of 2 years of college, required. Bachelor’s degree preferred. • Two to three years’ technical related experience in a fast-paced, collaborative client services team environment. • Working knowledge of Microsoft Office products. • Strong English communication skills—both verbal and written—are essential, along with the ability to comprehend and respond effectively to colleagues and clients. • Banking experience is a plus.

🏖️ Benefits

• Flexibility built in. We’re a remote-friendly team that believes great work can happen anywhere. • Growth mindset. We invest in your learning through certification reimbursements and professional development opportunities. • Competitive total rewards. You’ll earn strong compensation and benefits with many premiums covered by the company.