Overview
We’re looking for an Associate Client Advocate for our office in Sheffield. The position is full-time. You’ll join an awesome team to support our growing customer base.
About the Role
The Associate Client Advocate is a relationship-first role at the heart of Aptean’s Customer Advocacy organisation. You will serve as the primary point of contact for an assigned portfolio of customers, owning the full renewal and payment lifecycle, from quote to cash, across all products and services.
This is not your typical renewals or collections role. As an Associate Client Advocate, you will work alongside AI agents that handle the day-to-day process work: automated renewal outreach, collections workflows, reminders, and escalations. That frees you to focus on what matters most: spending meaningful time each day talking with customers, building trust, resolving issues, and protecting revenue. Your judgement, empathy, and commercial instinct are what make the difference.
Success depends on your willingness to proactively pick up the phone, engage customers in meaningful conversations, and build strong relationships through regular direct interaction. We are looking for someone who is energized by speaking with customers.
You will also:
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Own a portfolio of customer accounts end-to-end, serving as their single point of contact throughout the renewal and payment lifecycle
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Dedicate significant daily time to direct customer conversations - proactive outreach, renewal discussions, collections follow-up, and relationship building. This role requires a high level of comfort and confidence in initiating and managing customer calls.
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Manage and oversee AI agents that automate process-driven renewals and collections activity across your portfolio, actioning escalations and exceptions that require human judgement
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Prepare renewal contracts and order forms, ensuring accuracy in pricing, uplift, and co-terminations
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Frame customer value stories and address barriers to renewal through proactive, data-informed communication
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Oversee invoicing, payment follow-up, and resolution of open accounts
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Coordinate with Finance, Legal, and Operations to resolve system or billing issues
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Identify on-premises customers who may benefit from SaaS migration and partner with Account Managers on that motion
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Collect and act on CSAT/CES feedback post-renewal to continuously improve process ease and quality
About You
You are a confident, proactive communicator who genuinely enjoys being on the phone and building real relationships with customers. You have a business generalist mindset. You're comfortable operating across renewals, collections, account management, and customer success without being pigeonholed into one lane. You are commercially aware, organised, and self-directed. You manage your own workload with minimal supervision, prioritise across a portfolio of accounts, and handle difficult conversations - objections, collections, at-risk renewals - with professionalism and composure. You are tech-comfortable and quick to pick up new digital platforms and tools.
You must also have:
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Strong communication and negotiation skills, with the ability to manage conversations at both business and finance levels
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High attention to detail and genuine accountability for results and process ownership
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Comfort and enthusiasm for working alongside AI tools and automation to drive efficiency and scale
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A collaborative approach - you contribute actively within a team structure and support those around you
To be ahead of the pack, you might have:
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1+ years of experience in customer success, renewals, account management, or finance operations, preferably within a SaaS or software company
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Working knowledge of Salesforce or a similar CRM platform
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Experience with contract management and billing systems
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An understanding of both on-premises maintenance and SaaS subscription models, including the nuances of messaging and negotiation
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Prior experience working with or alongside AI tools, digital agents, or workflow automation platforms
What's in it for you?
Aptean offers competitive pay and robust benefit plans along with the opportunity to grow your career in a fast-paced, flexible and casual environment, an outstanding opportunity for career development and growth.
About Aptean
At Aptean, our mission is to solve tomorrow’s unique challenges today with unrivaled, purpose-built software and superior customer experiences from people who care. Aptean is a global provider of mission-critical, industry-specific software solutions. Aptean’ s purpose-built ERP and supply chain management solutions help address the unique challenges facing process and discrete manufacturers, distributors and other focused organizations. Aptean’ s compliance solutions are built for companies serving specific markets such as finance, healthcare, biotech and pharmaceuticals, over 10,000 highly specialized organizations in more than 20 industries and 80 countries rely on Aptean to streamline their everyday operations.
“At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” – TVN Reddy
Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.
