Epicor
PrincipalCustomerSupportAdvocate
“Principal Customer Support Advocate at Epicor. Skills: Customer Support, Account Management, Customer Success, Relationship Management, Issue Resolution. Manage enterprise customers across Product Line teams, focusing on their business needs, projects, and code delivery to ensure success.. Serve as the customer’s advocate, ensuring high-priority issues and business needs are communicated to and addressed by the proper internal teams.”
What You'll Achieve.
Transform customer satisfaction into success; address customer satisfaction, growth, or renewal risks and opportunities; ensure success for enterprise customers; achieve a customer's desired results
Industry & Context.
identify and leverage company-wide resources to address customer satisfaction, growth, or renewal risks and opportunities; own the resolution of escalated customer issues and support cases; Recommends specific solutions to achieve a customer's desired results
What They're Looking For.
Must Have
8+ years of applicable experience and demonstrated success/knowledge, 4+ years of specialized/industry experience, Bachelor’s degree (or equivalent experience), Ability to build internal and external relationships, Customer-centric skills, Exceptional listening skills and excellent verbal and written communication skills, Ability to work independently and collaborate effectively across functions, Ability to learn and apply product knowledge
Nice to Have
Eclipse Product Knowledge, Knowledge of Microsoft SQL, ERP applications or analytical tools, Knowledge of financial, manufacturing, retail or distribution business processes, SaaS or e-Commerce experience
What You'll Do.
Manage enterprise customers across Product Line teams
focusing on their business needs
and code delivery to ensure success.
Serve as the customer’s advocate
ensuring high-priority issues and business needs are communicated to and addressed by the proper internal teams.
Anticipate customer requirements and possible challenges
focusing on customer success within the assigned portfolio.
Develop success plans for customers that outline critical success factors
Conduct regularly scheduled customer check-ins and own the resolution of escalated customer issues and support cases.
Monitor and facilitate customer adoption of product solution features and functionality.
and execute account plans for each assigned account
coordinating internal domain experts for delivery.
Recommends specific solutions to achieve a customer's desired results.
How You'll Work.
Team & Collaboration
coordinate internal domain experts for delivery; collaborate effectively across functions
Communication Scope
exceptional communication abilities; excellent verbal and written communication skills
Process & Methodology
Develop success plans for customers, Build, maintain, and execute account plans
Applying for this Principal Customer Support Advocate role?
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