Manager, Customer Advocate

The Role

The Customer Advocate team drives revenue for Apollo’s Sales Assist motion to complement the Self-Serve and Sales-Led revenue motions. This chat-based motion facilitates high velocity purchasing coming from in-product or website chats. Our mission is to provide a world-class customer experience by removing friction from the buying process and enabling our customers with products and insights that will help their businesses succeed.

We strive to achieve this by:

• Generating ARR through directly closing transactional new business and upsell deals for small businesses evaluating Apollo.
• Educating small businesses on Apollo’s pricing and plans through the self-service evaluation and purchasing process.
• Asking questions to uncover additional opportunities to increase usage of Apollo’s product.
• Providing fast and accurate answers to the customer's inquiries.
• Providing clean handoffs to Support and Account Executives when situations require.

What you'll do:

• Manage the Global Customer Advocate Team: Build, enable, and lead a global chat team to consistently meet revenue and online sales excellence targets while creating a world-class customer experience.
• Drive Business Impact: Consistently meet (and strive to exceed) targets for revenue and online sales SLAs.
• Build the Team: Hire, develop, and promote reps within the team.
• World-Class Team: Build a high bar of excellence and lead the team in reaching this bar consistently through upholding company values and providing best-in-class customer experiences.
• Develop, Coach, and Enable Reps: Develop a team of representatives early in their Sales careers through mentorship and coaching to enable them to thrive in the Customer Advocate role as well as build strong promotion paths to future roles at Apollo.
• Coaching: Provide feedback, enablement, and coaching to direct reports on an ongoing basis around process execution and skill development.
• Apollo Expertise: Provide expertise to the team on Apollo’s product, pricing, and processes.
• Improve Apollo’s Sales Assist Motion: Leverage data, systems, and processes to identify and implement improvements to accelerate Apollo’s Sales Assist motion by increasing rep productivity and effectiveness.
• Manage strong daily execution for chat completion: Oversee and ensure daily conversations are responded to and resolved within a timely manner.
• Process Optimization: Collaborate with the team and cross-functional partners to optimize chat processes.
• Data-Driven Improvement: Use data to identify areas for improvement within the Sales Assist motion to increase the team’s efficiency and effectiveness.
• Learnings: Share learnings with management and cross-functional partners to inform GTM strategy and company-wide priorities.

What we are looking for: 

• High-Velocity Sales Experience: 1-3 years of experience in successfully managing a team in a high-volume sales motion. At least 1 year of experience in a manager role. 
• Leadership & Sales Performance: Proven experience in a team lead or manager role, with demonstrated expertise in coaching high-performance teams that consistently achieve 100%+ quota attainment and enable clear career-development paths.
• Sales Process Expertise: Expert in enabling and managing a team to use strong selling skills & sales processes in their day-to-day.
• Exceptional Time & Task Management: Has strong and effective organizational skills to focus on the areas that drive the most impact: deal management, data analysis, 1:1s, coaching, customer concerns and escalations, and cross-functional partnerships. 
• Strong Communication & Data Driven Approach: Excellent written and verbal communication skills, with a demonstrated ability to understand trends and implement strategies to drive revenue impact.
• Curiosity, Grit & Resilience: Naturally inquisitive, eager to learn, and persistent in overcoming challenges. Demonstrates resilience in a high-pressure environment and a growth mindset in continuously improving skills and performance
• Competitiveness: A strong desire to win, resilience, strategic thinking, adaptability, confidence, and a relentless work ethic.

Nice to have:

• Experience in the GTM tech space
• Skilled in managing multiple sales technologies, including Salesforce, Apollo (or similar), Gong (or similar), Zoom, Google Suite, and Spotdraft (or similar)
• Past user of Apollo or a similar GTM tool 
• Prior experience selling into the US Market