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Customer Experience Consultant
hace 2 semanas
Job Overview
The Customer Experience role will be responsiblefor engaging with new and existing customersduring and after implementation working to ensurea positive customer experience through outreachand collecting feedback at assigned intervals andcheckpoints. You will also provide improvedcustomer utilization and satisfaction through yourknowledge of the Esker product suite.
Key Task
- Engage with new and existing customers duringand after implementation, insuring their ServiceLevel requirements are 100% met.
- Ensure a positive customer experience throughoutreach and collect feedback through customerengagement at assigned intervals and checkpoints.
- Provide improved customer utilization andsatisfaction through your knowledge of the Eskerproduct suite.
- Document customer feedback and convey back tothe customer experience team and otherdepartments as appropriate. Direct contact withMarketing, Sales, Professional Services and Admindepartments.
- Facilitate problem-solving between customer endusers and professional services or support teams.
- Engage customers at regular intervals to measurethe customer utilization of the Esker solution.Ensure the customer is maximizing efficiencies andcreate plans to determine how the products can bebest served within that customer. Document eachengagement and follow-through on resulting tasksand actions.
- Provide system configuration changes and buildreports to improve customer utilization andsatisfaction.
- Provide direct report periodically to CX managerensuring CX service levels and KPIs are met.
Experience
- Background in customer service, training, accountmanagement.
- 4 years of experience managing and cultivatingpositive working relationships with customers andcoworkers.
- Knowledge in Finance is an advantage.
Educational Requirements
- Bachelor Degree or Certificated of HigherEducation preferebly.
Competencies
- Outgoing individual with strong communicationand presentation skills with different stakeholders.
- Excellent time management skills.
- Technical skills to quickly learn and configure theEsker on Demand solution including dashboards,reports, tabs, views, and templates.
- Results oriented person working towards thesuccess of CX Department and Esker customersand partners.
- Strong work team skills demonstrating facility tocolaborate within different colleages anddepartments.
- Ability to maintain high levels of drive and energy.
- Effectively communicate technical information innon-technical terms using the customer's language.
- Knowledge and experience using Microsoft Officeproducts, , and other web-basedapps.
- Entrepreneurial/problem-solving mindset, with anemphasis 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
An agile organization
Flexible working hours and flexible workplace
23 days of vacation and 1 day / year of seniority is added up to a maximum of 30 days/year
Private Health Insurance
Meal Tickets
Stay active: Take advantage of our flexible remuneration plan
Full onboarding including a stay at our Lyon headquarters.
Volunteer on your CSR day
