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
PI240178974
