Role Summary

The Customer Success Advocate I will serve as the voice of the customer for Coplogic, owning customer retention efforts, structured Voice of Customer programs, and account health visibility. This role will synthesize agency feedback into actionable insights, partner cross-functionally with Product, Client Engagement, Sales, and Implementation teams, and provide leadership with recurring visibility into customer needs, adoption drivers, and emerging risks to ensure operating decisions remain aligned with agency realities.

Accountabilities and Responsibilities

1. Define Customer Success Outcomes Up Front

• Establish clear success outcomes for the role, including customer retention, adoption growth, reduced at-risk accounts, stronger agency references, improved training engagement, and more consistent Voice of Customer documentation.
• Define measurable targets and review cadence, including monthly or quarterly progress reviews, year-over-year report upload comparisons, reduced cancellations, documented VOC volume, and total outreach expectations per account.

2. Monitor Account Health and Retention Risk

• Track system usage and/or crash upload frequency for current customers, particularly agencies with 1–40 sworn officers and collaborate with Support and Implementation teams when intervention is needed.
• Identify accounts showing signs of disengagement, including agencies with no or limited usage and/or upload activity for an extended period, and apply defined re-engagement rules, outreach attempts, and follow-up cycle times.

3. Use Data to Surface Adoption Insights

• Monitor available account health and usage indicators, including Power BI reporting, last use and/or upload dates from LexisNexis Coplogic suite of products used by the customer BuyCrash or Command Center, and other available adoption signals.
• Use data to distinguish current customer needs from anticipated needs, helping the business move from reactive support toward proactive customer care and feeding after go-live.

4. Lead Voice of Customer Collection and Analysis

• Obtain structured customer feedback through surveys, feedback sessions, calls, emails, and Teams meetings to identify patterns that inform roadmap prioritization and emerging customer risks.
• Collect feedback from recently implemented agencies to identify gaps across the sales cycle, agreement process, implementation experience, and launch readiness.

5. Strengthen Adoption Through Training and Enablement

• Coordinate refresher training for current customers as needed across LexisNexis Coplogic suite of products for agencies 1-40 sworn. REPH products, starting with BuyCrash and Command Center.
• Validate customer-facing adoption enablers, including checking agency websites to confirm visible LexisNexis Coplogic suite product BuyCrash link placement.

6. Support Sales and Growth Through Customer Intelligence

• Identify trends from benchmarking analytics that may help Sales develop stronger customer stories for prospects and expansion opportunities.
• Seek out agency references that can support cross-selling, RFP responses, and regional selling efforts.

7. Provide Leadership Visibility and Customer Mapping

• Partner with Coplogic BU leadership to create and maintain a visual map of current entire LexisNexis Coplogic customers by state.
• Provide recurring insights to leadership on customer health, adoption trends, VOC themes, training needs, account risks, and potential revenue protection opportunities.

Qualifications:

• Bachelor's degree holder or completed at least 2 years level in College (no back subjects/incomplete units)
• 2-3 years relevant experience in customer support and management, retention etc.
• Strong communication skills (verbal and written), with the ability to explain complex information in a clear and customer-friendly manner
• Excellent problem-solving skills with a proactive approach to resolving customer issues.
• Ability to handle multiple inquiries and prioritize tasks effectively
• Ability to handle standard sales processes with confidence and attention to detail
• Familiarity with CRM systems or customer support platforms (e.g. Salesforce)
• Proficient in MS tools and applications (Powerpoint, Excel, Teams etc.)
• Familiarity with AI tools and applications (MS Copilot, etc.) to support business objectives
• A customer-first mindset, with a high level of empathy and patience
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Additional Requirements for Internal Candidates:

• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 month
• Must have a Successful or above rating in the last Enabling Performance cycle

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