Client Experience Specialist (6-month contract)
About The Position
Our company is seeking a highly motivated and experienced Client Experience Specialist to join our Operations team. As a Client Experience Specialist, you will be responsible for receiving and managing external customer and internal customer-related requests, ensuring the highest level of service and support is always provided. Working closely with all other Operations/Delivery teams, you are the subject matter expert on all operational processes and will effectively assess and triage requests. Focused on the customer experience, you will ensure resolutions are provided to customers in a timely manner and coordinate escalation efforts as required.
Requirements
- A university degree or equivalent combination of education and experience.
- Demonstrated project management and time management skills.
- Excellent communication skills, both written and verbal, with the ability to build strong relationships with customers and internal teams.
- Passion for delivering exceptional customer service and driving customer success.
- Ability to effectively multitask and prioritize time-sensitive tasks in a fast-paced, dynamic environment.
- Detail-oriented with strong organizational skills.
- A team player who is professional, positive, and has a can-do attitude.
- Advanced experience with Microsoft applications (MS Office – Word, Excel, PowerPoint).
- Intermediate to advance experience with additional applications including Adobe Acrobat, Teams, SharePoint, etc.
- The incumbent must provide own transportation for local travel.
Nice To Haves
- Experience in credit industry is preferred.
- Experience with Salesforce.com is preferred.
- French proficiency is preferred.
Responsibilities
- Create and own all customer-related tickets, pre- and post-Sales close.
- Manage the intake/ticketing process end-to-end to ensure cross-functional teams are engaged as needed for deal closure and all post-sales activities.
- Own and manage the customer onboarding process, working with cross-functional teams to ensure proper set-up and training of new customers.
- Act as the first point of contact providing internal stakeholders and external customers support on a variety of concurrent product and project-based sales initiatives.
- Effectively trouble-shoot inquiries, providing solutions that best enhance the ongoing customer experience.
- Provide necessary documentation and reporting on issues and root cause analysis.
- Trigger internal escalation process as required and coordinate cross-functional Operational team efforts to resolve issues in a timely manner.
- Build and maintain strong customer relationships, to proactively anticipate and meet their needs.
- Support the Sales Account Team by being a key point of contact between internal and external stakeholders.
- Create and maintain a customer activity log, ensuring Sales Account teams are informed about any support requests from within their customer portfolio.
- Coordinate contracting efforts related to Master Service Agreements and related (pricing) addendums.
- Identify accounts for cross-sell/up-sell opportunities as part of ongoing customer support engagements.
- Manage Sales Operations risk items, attending internal Compliance meetings as required.
- Create reporting and lead delivery of all internal and customer communications related to contractual service levels.
- Maintain clarity of roles and responsibilities between cross-functional teams, acting as the central contact for all customer/customer-related requests and deliverables.
- Perform other related duties as assigned.
Benefits
- The expected pay range for this position is $81,000 - $122,000 annually.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
