Immediate Opening: Customer Journey Specialist
January 20, 2021 5:48 AM
Job Summary
Building strong client relationships while facilitating the upgrade from existing products to the latest product version. Managing them through their customer journey with OnSolve’s new enhanced product platform by evaluating the customer profile and mapping business needs with capabilities, identifying the optimal time for engagement and upgrade activities. Interacting with customers across channels and platforms and coordinating with all internal stakeholders to fine-tune the customer’s experience. Responsible for supporting customer’s long-term satisfaction and retention.
Responsibilities
• Acts as first-line touch point for all customer inquiries into the product journey benefits and risks. Responses must include appropriate product journey messaging.
• Set proper expectations with clients and escalate appropriately with a sense of urgency, as needed.
• Review client’s accounts for preproduction and product migration and confirm all tasks are completed.
• Understand all risk factors associated with the product journey management for clients based on Annual Contract Value, account complexity, renewal dates, current pain points, feature usage, use cases, temperament, major client initiatives, goals, and availability of the client’s internal resources.
• Must understand and differentiate when and why clients should take product journey to beta or to production.
• Review each upgrade task and identify when each item is relevant for clients. Provide recommendations and guidance on how to manage the task considering individual client’s needs.
• Review client’s internal structure and recommend the best account structure within the new platform. Articulate how to build out the recommended structure to meet data hierarchy and permission needs.
• Validate preproduction testing for appropriate account features based on client’s contract or package.
• Have a reasonable understanding of data import methods. Assist clients in understanding how their current import methods can be managed going forward and the steps needed to facilitate a seamless transition.
• Initiate and facilitate data migration steps for one or many accounts. Review the pre- and post- analysis to validate success of data migration.
• Provide review and assistance for data validation questions.
• Understand data mapping between platforms. Facilitate troubleshooting if clients believe transfer is inaccurate.
• High level of organization needed. Ability to self-organize, strategically plan, multitask when necessary, pay attention to details, and prioritize.
• Collaborate, communicate effectively, and share appropriate information with customers, within the department, and across OnSolve. This requires strong listening, verbal, written, and interpersonal skills, judgment, patience, courtesy, and positive demeanor.
• Other duties as assigned.
Qualifications
• Bachelor’s Degree from an accredited college or university
• Minimum of 5 years’ experience in a client support role; experience in client implementations and/or upgrading clients to new product versions a plus
• Ability to acquire expert level understanding of multiple product offerings
• Strong written and verbal communication skills
• Strong analytical and problem-solving skills
• Previous daily customer engagement experience via phone
• Strong organizational and interpersonal skills
• Microsoft Suite: (Word, Excel, PowerPoint)
• Ticketing: Atlassian JIRA
• Collaboration: SharePoint and Atlassian Confluence
• Client Relationship Management: SalesForce and ServiceNow
• Organization: SmartSheets, Trello
• Diagraming/Visualization: Visio, Snag-it, Miro
• Data management methods: CSV, XML, API (SOAP, REST)
• Communication: Slack
Compensation & Benefits
• Health, Dental, Vision, Life and additional supplemental insurance
• 401K
• Paid time off and personal days
• Paid holidays
payscale: Unsure. Maybe $60K?
job type: full-time
Building strong client relationships while facilitating the upgrade from existing products to the latest product version. Managing them through their customer journey with OnSolve’s new enhanced product platform by evaluating the customer profile and mapping business needs with capabilities, identifying the optimal time for engagement and upgrade activities. Interacting with customers across channels and platforms and coordinating with all internal stakeholders to fine-tune the customer’s experience. Responsible for supporting customer’s long-term satisfaction and retention.
Responsibilities
• Acts as first-line touch point for all customer inquiries into the product journey benefits and risks. Responses must include appropriate product journey messaging.
• Set proper expectations with clients and escalate appropriately with a sense of urgency, as needed.
• Review client’s accounts for preproduction and product migration and confirm all tasks are completed.
• Understand all risk factors associated with the product journey management for clients based on Annual Contract Value, account complexity, renewal dates, current pain points, feature usage, use cases, temperament, major client initiatives, goals, and availability of the client’s internal resources.
• Must understand and differentiate when and why clients should take product journey to beta or to production.
• Review each upgrade task and identify when each item is relevant for clients. Provide recommendations and guidance on how to manage the task considering individual client’s needs.
• Review client’s internal structure and recommend the best account structure within the new platform. Articulate how to build out the recommended structure to meet data hierarchy and permission needs.
• Validate preproduction testing for appropriate account features based on client’s contract or package.
• Have a reasonable understanding of data import methods. Assist clients in understanding how their current import methods can be managed going forward and the steps needed to facilitate a seamless transition.
• Initiate and facilitate data migration steps for one or many accounts. Review the pre- and post- analysis to validate success of data migration.
• Provide review and assistance for data validation questions.
• Understand data mapping between platforms. Facilitate troubleshooting if clients believe transfer is inaccurate.
• High level of organization needed. Ability to self-organize, strategically plan, multitask when necessary, pay attention to details, and prioritize.
• Collaborate, communicate effectively, and share appropriate information with customers, within the department, and across OnSolve. This requires strong listening, verbal, written, and interpersonal skills, judgment, patience, courtesy, and positive demeanor.
• Other duties as assigned.
Qualifications
• Bachelor’s Degree from an accredited college or university
• Minimum of 5 years’ experience in a client support role; experience in client implementations and/or upgrading clients to new product versions a plus
• Ability to acquire expert level understanding of multiple product offerings
• Strong written and verbal communication skills
• Strong analytical and problem-solving skills
• Previous daily customer engagement experience via phone
• Strong organizational and interpersonal skills
• Microsoft Suite: (Word, Excel, PowerPoint)
• Ticketing: Atlassian JIRA
• Collaboration: SharePoint and Atlassian Confluence
• Client Relationship Management: SalesForce and ServiceNow
• Organization: SmartSheets, Trello
• Diagraming/Visualization: Visio, Snag-it, Miro
• Data management methods: CSV, XML, API (SOAP, REST)
• Communication: Slack
Compensation & Benefits
• Health, Dental, Vision, Life and additional supplemental insurance
• 401K
• Paid time off and personal days
• Paid holidays
payscale: Unsure. Maybe $60K?
job type: full-time