Job Overview
The Customer Experience role will be responsible for engaging with new and existing customers during and after implementation working to ensure a positive customer experience through outreach and collecting feedback at assigned intervals and checkpoints. You will also provide improved customer utilization and satisfaction through your knowledge of the Esker product suite.
Key Task
* Engage with new and existing customers during and after implementation, ensuring their Service Level requirements are 100% met.
* Ensure a positive customer experience throughout outreach and collect feedback through customer engagement at assigned intervals and checkpoints.
* Provide improved customer utilization and satisfaction through your knowledge of the Esker product suite.
* Document customer feedback and convey back to the customer experience team and other departments as appropriate. Direct contact with Marketing, Sales, Professional Services and Admin departments.
* Facilitate problem-solving between customer endusers and professional services or support teams.
* Engage customers at regular intervals to measure the customer utilization of the Esker solution. Ensure the customer is maximizing efficiencies and create plans to determine how the products can be best served within that customer. Document each engagement and follow-through on resulting tasks and actions.
* Provide system configuration changes and build reports to improve customer utilization and satisfaction.
* Provide direct report periodically to CX manager ensuring CX service levels and KPIs are met.
Experience
* Background in customer service, training, account management.
* 4 years of experience managing and cultivating positive working relationships with customers and coworkers.
* Knowledge in Finance is an advantage.
Educational Requirements
* Bachelor Degree or Certified Higher Education preferably.
Competencies
* Outgoing individual with strong communication and presentation skills with different stakeholders.
* Excellent time management skills.
* Technical skills to quickly learn and configure the Esker on Demand solution including dashboards, reports, tabs, views, and templates.
* Results oriented person working towards the success of CX Department and Esker customers and partners.
* Strong work team skills demonstrating facility to collaborate within different colleagues and departments.
* Ability to maintain high levels of drive and energy.
* Effectively communicate technical information in non-technical terms using the customer’s language.
* Knowledge and experience using Microsoft Office products, Salesforce.Com, and other web-based apps.
* Entrepreneurial/problem-solving mindset, with an emphasis in making our customers feel valued, understood, and engaged.
* Ability to manage multiple customer relationships.
* English professional competence required. German or Italian will be also valued.
What we offer you - #PositivelyFulfilled
An international environment