Description:
Job Overview
The Associate CX Advocate transitions customers to Esker's Customer Experience services after solution implementation. Incumbents learn about customer needs, facilitate critical first interactions with new customers, and establish how Esker can best support them.
Key Tasks/Duties:
- Establish a strong relationship with customers during the 90 days following solution implementation; learn customer needs and prepare for hand off to Customer Experience Advocate; meet commitments according to the appropriate Customer Experience Engagement Program.
- Provide customer on-boarding support that puts customer on the path to maximizing utilization of Esker solutions; establish a strong service relationship with new customers.
- Work with internal support and Professional Services teams to address customer needs.
- Maintain customer interaction and task assignment documentation.
- Support a positive customer experience through outreach and feedback collection; forward relevant feedback to CX Advocates.
- Build knowledge of Esker solutions to answer predictable customer questions.
- Contribute to process improvement and change initiatives.
- Perform basic configuration changes and build standard customer reports.
Requirements:
Education Requirements:
- Bachelor's degree or 1+ years equivalent experience
Essential Experience:
- Basic professional communication
- Time management
- Strong Microsoft Office product experience
- Exposure to Salesforce or another ERP platform
- Resourcefulness and problem solving
- Basic customer and account management experience
- 1+ years in customer service, customer training, or account management
- Management of multiple customer accounts simultaneously
PI240178968
