Customer Success Advisor

NovaSync is looking for a detail-oriented, client-focused Customer Success Advisor who bridges the gap between our sales team and our technical offerings. This role combines traditional account management with support for technical documentation and proposal development. You'll work closely with sales, product, and engineering teams to ensure clients receive clear, accurate, and compelling materials throughout the sales cycle and beyond.

This is a great fit for someone who enjoys translating complex technical information into client-ready content while managing relationships and driving deals forward.

This is a full-time, exempt salary position with an expectation of working at least 40 hours per week, Monday through Friday. NovaSync is a results-driven organization that focuses on meeting deliverables rather than on when the person works to get them done.

Strategic Duties/Responsibilities:

Account Management (40%)

• Serve as the primary point of contact for a portfolio of client accounts, building and maintaining strong, long-term relationships
• Understand client needs, goals, and technical requirements to identify opportunities for growth and renewal
• Coordinate with internal teams (sales, product, engineering, customer success) to ensure client satisfaction and timely delivery of commitments
• Track account health, usage, and satisfaction, and proactively address issues or risks
• Manage account-related administrative tasks, including contracts, renewals, and reporting
• Lead efforts to ensure contract renewals and identify opportunities for module expansion
• Support delivery of formal customer service requests and the assignment of appropriate NovaSync support resources.

Proposal & Sales Support (30%)

• Partner with the sales team to develop and customize proposals, RFP/RFI responses, and statements of work
• Gather technical requirements from prospects and clients and translate them into proposal content
• Coordinate input from technical, legal, and finance stakeholders to ensure proposals are accurate and complete
• Support pricing, scoping, and solution design discussions with well-organized supporting materials
• Assist in preparing sales presentations, pitch decks, and client-facing collateral
• Track proposal timelines and ensure deadlines are met without sacrificing quality

Technical Documentation (20%)

• Support, edit, and maintain technical documentation such as product specifications, solution briefs, implementation guides, and FAQs
• Collaborate with subject matter experts (engineers, product managers) to accurately translate technical concepts into clear, client-friendly language
• Ensure company documentation is consistent, up-to-date, and aligned with brand and messaging standards
• Maintain a library of reusable content (templates, case studies, technical one-pagers) to streamline future proposals and client communications

Project Management (10%)

• Plan and coordinate timelines for proposal development, documentation projects, and client deliverables, ensuring milestones are met
• Track project status across multiple accounts simultaneously, flagging risks or delays to stakeholders early
• Facilitate kickoff, check-in, and review meetings with internal teams and clients to keep projects on track
• Manage handoffs between sales, technical, and delivery teams to ensure smooth transitions from proposal to implementation
• Maintain project documentation (timelines, status reports, action items) and keep stakeholders informed of progress
• Identify process improvements to streamline recurring workflows (proposal creation, documentation updates, onboarding)

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