Customer Experience Advocate - Middleton Wisconsin

Company: ESKER INC
Location: Middleton, Wisconsin
Posted On: 05/03/2024

Description:Job OverviewThe CX Advocate at Esker is responsible for taking care of Esker customers after solution implementation. Incumbents manage accounts and relationships with 20+ customers, maintaining deep knowledge of how customers use Esker products and suggesting how customers can improve efficiency. Customer Experience Advocates usually support one Esker platform.Key Tasks/Duties:

• Manage and deepen relationships with 20+ assigned accounts; meet commitments according to the appropriate Customer Experience Engagement Program; use experience and judgement to take care of customers and strengthen relationships.
• Provide a customer experience that maximizes customer utilization of Esker solutions and satisfaction with Esker services.
• Work with internal support and Professional Services teams to address customer needs; troubleshoot issues that arise in the course of configuring solutions.
• Maintain customer interaction and task assignment documentation.
• Reach out and collect feedback from assigned accounts; share feedback with relevant teams to improve the customer experience and influence future product releases.
• Measure customer utilization of installed solutions using established procedures.
• Learn how assigned accounts use Esker solutions; help customers maximize process efficiency; suggest how customer can best use solutions.
• Maintain knowledge of current Esker solutions to suggest how customers can use upgrades and improvements.
• Recommend and support implementation of processes that improve team efficiency and customer satisfaction.
• Perform complex configuration changes and build reports.Requirements:Education Requirements:
  • Bachelor's degree or 2+ years equivalent experienceEssential Experience:
    • Strong professional communication
    • Time management
    • Moderate technical skills to perform configurations
    • Strong Microsoft Office product experience
    • Experience using Salesforce or another ERP platform
    • Resourcefulness and problem solving
    • Strong customer and account management experience
    • 2+ years in customer service, customer training, or account management
    • Management of multiple customer accounts simultaneously
    • Work in a professional team settingCompensation details: 59800-74700 Yearly SalaryPI7754acc97e8a-31181-34355100 More...

          

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