Senior Customer Success Advocate

Overview

About the Role & Team IDC is seeking a Senior Customer Success Advocate to serve as a frontline partner in delivering an exceptional customer experience. This role plays a highly visible part in IDC’s customer success strategy by supporting clients throughout their IDC journey, resolving requests quickly, and helping account teams meet client needs effectively. It is an exciting opportunity for someone who enjoys working in a fast-paced, collaborative environment and is passionate about building strong client relationships, improving service outcomes, and contributing to IDC’s continued growth and reputation for excellence. This role is based in Mexico-Remote, and reports to the VP, Customer Success in the US. What You’ll Do Serve as a frontline resource for IDC customers, analyzing client requests and determining the best path to resolution using the appropriate internal resources Build and strengthen client relationships through onboarding, quarterly check-in calls, and personalized proactive outreach across an assigned account base Support IDC customers through real-time chat during local office hours, ensuring timely and professional assistance Maintain a strong understanding of internal systems, customer accounts, and routing and escalation procedures for different customer needs and issue types Develop ongoing knowledge of IDC products, services, coverage areas, and common customer inquiry trends to provide informed support Collaborate across teams, business groups, and management levels to ensure a seamless customer experience and effective internal support Support internal colleagues with account-based research, calendaring needs, and participation in ongoing internal learning sessions What You Bring Bachelor’s degree required, preferably in Information Technology, Business, or Library Sciences Ideally 5 to 7 years of experience in customer success, customer service, or an academic library environment Experience working for or with technology suppliers and enterprise technology buyers preferred Strong written and verbal communication skills, including proficiency in spoken and written English Ability to manage multiple tasks concurrently, with strong time management and organizational skills Demonstrated ability to work collaboratively across teams and management levels in a fast-paced environment Passion for technology, with the flexibility, innovation, and adaptability needed to work effectively through change Experience using artificial intelligence tools, including ChatGPT, and business tools including Salesforce and ChurnZero/Gainsight 100% remote Why This Role Stands Out At IDC, your work helps shape how the world understands technology and where it goes next. You collaborate with curious, high-caliber colleagues who value rigor, integrity, and shared success. As the premier global provider of trusted technology intelligence, IDC equips business and technology leaders with the evidence they need to make confident decisions. Our insights inform strategy, investment, and innovation across industries and regions. Recognized by IIAR as Analyst Firm of the Year for five consecutive years, IDC sets the standard for credibility and impact. With more than 1,000 analysts worldwide and a truly global perspective, we combine deep expertise with practical relevance. Here, your ideas matter, your voice is heard, and your contributions provide the insights leaders rely on every day. It is meaningful work, backed by a culture that supports growth, collaboration, and long-term career development with a globally respected brand. Equal Opportunity Employer IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify. #LI-JR1#LI-Remote#LI-Hybrid#LI-Onsite Apply To This Job