Customer Experience Specialist, Ii
hace 1 semana
Overview:
- Oversees customer satisfaction for assigned accounts. Acts as primary contact for the client.
**Responsibilities**:
- Ensures overall service and solution delivery to achieve quality customer outcomes
- Manages the relationship with account and oversees customer satisfaction for assigned accounts
- Acts as primary contact for the client and behaves professionally to support client retention/renewal
- Participates in regular customer and partner meetings to review service plans and recommends improvement to services
- Advises the client and introduces client to new offerings/upsells to assist client in solving business problems
- Delivers cost reduction goals and demonstrates ownership of revenue goals aligned with Sales
- Supports service delivery readiness on complex accounts which may include multi-national or global accounts or key customers
- Interprets data provided by the customer to help drive effective business decisions
- Ensures customer SLA's/KPIs and quality standards are met
- Ensures territory/vertical readiness for new product and offer launches
- Delivers service reference customer case studies to distinguish company services and solutions from competitors
- Business Acumen-Understands basics of customer needs and/or business and drivers of Zebra; presents product characteristics (features/benefits).
- Market/customer Knowledge-Understands competitive strengths and weaknesses.
**Key Skills and Competencies**
- Business acumen -ability to convert vague business requirements into functional analytics implementation, and relate results back to business value
- Client facing and project management skills -ability to work directly with different functions on the client side (both technical and business), deliver against a roadmap, manage expectations and navigate escalations
Qualifications:
- Bachelor's degree
- Minimum of 2-5 years of experience
- English fluency-written and verbal. Local language requirement may also apply
- Customer service values/orientation
- Solid professional work behaviors (attendance, teamwork, time management)
- Strong communication skills (listening, providing clear and concise information, using proper language and grammar)
- Demonstrates an understanding of key financial factors
- Full knowledge of job-related knowledge and procedures
- Ability to design and deliver reports for clients
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