Customer Experience Advocate - Middleton, United States - ESKER INC

    ESKER INC
    ESKER INC Middleton, United States

    1 month ago

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    Description
    :

    Job Overview

    The 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 experience

    Essential 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 setting


    Compensation details: Yearly Salary



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