Customer Experience Consultant

Esker is a worldwide company established in 1985 and focused on automating and optimizing the cash conversion cycle with an AI-powered cloud platform provided to 1400 customers around the world helping them in their cost-effective business processes by being more efficient, improving customer and supplier relationships and gain competitiveness, productivity and compliance. Esker operates in 14 subsidiaries of five continents with global headquarters in Lyon and has over 900 employees. Proud of our culture, we spread our values in our daily basis focused on teamwork, trust, positive environment, innovation, customer/employee satisfaction and objectives achievement.

Mission

An exciting new position has been opened at Esker Ibérica as
Customer Experience Consultant Teaching.
The person that joins the Company 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.

Main Responsabilities

• Engage with new and existing customers during and after implementation, ensuring their Service Level requirements are 100% met.
• Ensure a positive customer experience through 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 end users 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.

Education and Experience

• Bachelor Degree or Certificated of Higher Education preferably.
• Background in customer service, training, account management.
• Proven experience managing and cultivating positive working relationships with customers and coworkers.
• Knowledge in Finance is an advantage.

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, , 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.
• Availability to travel up to 10% of the time visiting customers on-site.

We offer

• An exciting project with an innovating company in constant growth and improvement.
• International and domestic environment in a professional, united and dynamic team.
• A professional career with real opportunities to keep learning and growing up.
• Competent salary package with interesting benefits.
• Flexibility in our hybrid working model (office/remote).

Esker is an equal opportunity employer that celebrates diversity and is committed to maintaining an inclusive and mutually respectful work environment. We do not discriminate against any qualified applicants on the basis of: race, color, national origin, religion, age, sex, sexual orientation, gender identity or expression, pregnancy, disability, medical history, military or veteran status, and any other characteristic protected by applicable law.