Customer Systems Advocate

🕒 May 27

🏄 California – Remote

🏄 California – Remote

💵 $66.1k - $99.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

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FORTNA

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📦 Logistics

🚗 Transport

🛍️ eCommerce

💰 Private Equity Round on 2019-03

Logistics • Transport • eCommerce

FORTNA is a company that specializes in warehouse optimization, design, and automation services. They leverage proprietary processes, tools, and algorithms to design and deliver solutions that incorporate the best-fit automation technologies and intelligent software for supply chain operations. By focusing on unique industry challenges, FORTNA provides comprehensive and data-driven solutions aimed at improving operational efficiency and profitability across various sectors.

📋 Description

• Own a defined portfolio of named accounts in elevated health states • Monitor account health indicators including incident volume and resolution velocity • Establish regular engagement cadences with each assigned customer • Partner with Incident Management during active P1/P2 events • Manage portfolio transitions as customer health improves • Own root cause analysis (RCA) documentation for significant incidents • Drive participation in post-incident reviews and confirm lessons are captured • Build and maintain trusted working relationships with customer operational leaders • Engage with select post go-live projects during hypercare periods • Analyze incident and case data across assigned accounts

🎯 Requirements

• 5+ years of experience in customer-facing technical support or operations roles • Demonstrated ability to build working relationships with customer stakeholders • Experience managing escalated customer situations with composure • Familiarity with incident and problem management processes • Strong organizational skills and follow-through discipline • Excellent verbal and written communication skills • Familiarity with ITIL service management principles • Proficiency with ticketing and case management platforms such as Salesforce Service Cloud, ServiceNow, or Jira Service Management.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Professional development • Wellness programs