Customer Experience Analyst

Doxim

4d•Hybrid

About The Position

The Customer Experience Analyst role at Doxim, is responsible for developing and maintaining these customer relationships with 3 main goals in mind: Driving the end-to-end onboarding phase of the customers journey, ensuring that the customers’ experience achieves the definition of “what success equals” that they provided to us pre-close. Ensuring that the customers’ ongoing journey with us delivers a positive experience, such that they are willing to entertain expansion of the Doxim relationship through up-sell and cross-sale initiatives. Ensuring that the customers’ long-term experience with Doxim is a positive one, by efficiently addressing any issues and concerns they have and resolving any incidents as they arise, so these things don’t negatively impact the renewal event, as and when it comes around. The Customer Experience professional achieves these key objectives by working closely with key customer stakeholders and executive sponsors as their trusted advisors, to ensure that Doxim products and services help them to achieve their desired outcomes.

Requirements

Minimum 5 years’ experience working for a B2B SaaS vendor
Previous experience as an Account Manager/Customer Success or Experience Professional
Experience working with in US Financial and Credit Union industry
Ability to manage multiple projects simultaneously while paying strict attention to detail
Excellent verbal and written communication skills backed by a strong technical aptitude
High degree of professionalism and integrity plus ability to establish customer trust
Excellent interpersonal skill with ability to build authentic business relationships
Teamwork mentality and willingness to assist wherever needed
Ambitious and driven, thriving in fast-paced and demanding environment
Experience analyzing data & trends to identify product or service growth opportunities
Proficient in Salesforce & Microsoft Office
Bachelor’s degree from college or university or applicable experience

Responsibilities

Act as the customer champion for all professional services or other implementations/ interactions, ensuring that we: Properly manage customer expectations, Consistently deliver in-line with these expectations and accountabilities, Rigorously follow the Implementation and Go-live playbook. Drive all aspects and activities associated with the adoption and value realization phase of the customer journey. Be the champion for the end-to-end customer journey at Doxim and promote the correct treatment of customers across all departments and all phases of their journey.
Operate as the day-to-day point of contact for customers in your segment. Ensure that issue and related escalations are managed to resolution efficiently across the organization. Encourage ‘successful’ (happy) customers to participate in testimonials, reference calls and case studies/win stories. Drive all aspects of customer feedback mechanisms that provide us with a pulse on customer sentiments (Post Project Implementation, Closed case and Net Promoter surveys)
Know what products and services the customer currently has and understand what additional products and services may prove valuable to them. Help identify new revenue expansion opportunities (upsell or cross sell) and communicate these to the sales team. Support the sales team during the sales cycle with client liaison and coordination of needed paperwork (MSAs & Schedules Statements of Work, Change Requests, etc.). Thoroughly plan for all customer renewals and ensure these are completed on time. Leveraging additional Doxim resources as appropriate (occasionally teaming with account managers to achieve this)