Manager, Customer Advocate

Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members. 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: Minimum of 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 tea ... (truncated, view full listing at source)