About the Role
Customer retention and market expansion. This role provides end-to-end account and relationship support to our best customers, driving best practices and innovation to create more value for the business”. The goal is to increase customer satisfaction, retention and adoption of key product and service features within a particular market segment.
Key Responsibilities
• Provide end-to-end, single point of contact support for our best customers – the As – from order entry and inquiry to AR support and issue resolution.
• Proactively anticipate customer needs and identify any potential opportunities or issues. Create recommendations and facilitate actions accordingly. (Requires a strong knowledge of the account, products, and daily interaction on a high level).
• Support the marketing strategy to create new relationships, new customers, new markets.
• Serve as the customers’ voice, including marketing, product, professional services and sales.
• Establish and deepen relationships with customers by understanding their business objectives and providing exemplary support.
• Communicate frequently with customers on updates, information, concerns and suggestions.
• Mine various communication feedback and benchmark data, launch and/or support innovative efforts to drive new efforts and change to meet the customers’ perceived expectations and needs.
• Identify potential upsell, new product, substitution or replacement opportunities, slow moving products as well as obsolete/excess inventory in an effort to create a value strategy specific to the opportunity.
• Manage deliverables specific to meeting the team’s strategic objectives.
• Use customer benchmark data to highlight customers’ strategic success and provide ongoing recommendations for further optimization.
• Communicate and coordinate with internal departments (Product Managers/Sales Team/Marketing).
• Organize workflow to meet customer timeframes (coordinate with main buyer / purchaser – setting up and defining process per customer’s requirements).
• Complete forms, applications and/or customer requests.
• Business travel required as needed. Participate in customer visits, trade shows and/or events.
• Performs other duties as required or assigned.
Skills, Knowledge and Expertise
Scholarship: Bachelor’s degree in business management or relations preferably.
Experience: At least 3 years of relevant experience or training in customer service, customer experience, customer success, or a related field (required).
Skills:
• Dependable, self-motivated, and displays initiative
• Results and goal oriented
• Customer growth oriented
• Effective communication skills – written & verbal, internal & external customers
• Strong problem analysis and problem-solving skills, innovative
• Professional in all manners
• High-level attention to detail, high level accuracy and reliable results
Initial formation: Microsoft Office Suite including Outlook, Word, Excel, and PowerPoint