This role reports to the Customer Experience, Senior Director in Customer Advocacy. The Customer Experience Manager for the Customer Experience Advocate team (CEA) acts as the General Manager of their assigned client portfolio, ensures customer retention by helping the business deliver maximum value to customers and manages a team of CEAs. This role serves as the voice of the customer to the business and helps shape our business processes to deliver an unparalleled customer experience. Essential functions of the role include:
Marshal and lead cross-functional internal resources to solve customer issues
Set client expectations and provide clients with timely feedback
Broaden and deepen the client relationship through proactive outreach
Share client feedback with the business
Address root cause of customer problems to avoid reoccurrence and make it easier for our customers to do business with us
Lead a senior level team of customer experience advocates
Cross-trains in Elite products and cross-functional areas
Leads key internal stakeholders through an issue resolution discussion
Advises business leaders of trends in customer feedback, themes from UG meetings, retention, satisfaction, risk and reference-ability
Acts as a general manager for their assigned accounts tracking key account metrics
Leads in person and virtual client meetings
Manages a remote team of CEAs
Assesses risk factors in portfolio and implements actions to reduce risk and strengthen the client relationship
Provides proactive client outreach to account portfolio through on site visits, client events, email campaigns, and phone calls.
Provides transparency in client activities and business intelligence by recording client interactions in CRM tool.
Facilitates a variety of forums to connect customers to information, peers and the business
Delivers critical product or service messages to clients
Broadens and deepens the client relationship with Elite
Sets proper expectations and keeps the customer updated about progress
Works collaboratively and cross-functionally to identify root causes of issues and drive changes in process that benefit the customers
Advises CEA team members in issue resolution strategies
7+ years of customer facing leadership experience preferably in complex, enterprise software sales and implementations and a high degree of legal vertical knowledge
2+ year of people management in a remote worker environment
Ability to navigate and drive change in a complex, highly matrixed organization
Ability to set client expectations and have difficult discussions with clients
Excellent interpersonal and written/verbal communication skills, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with and facilitate small groups; and synthesize complex information into crisp executive summaries for diverse audiences.
Understands value proposition of each Elite product and how it is delivered to the customer
Proficient in using client relationship management technology tools such as Salesforce and Gainsight
Well versed in business processes
Ability to execute team customer experience improvement projects on time and on budget
Ability to travel up to 60%
Internal Number: JREQ105650
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