Customer Advocate
ACI Worldwide
Bogota, CO, CO
hace 5 días

JOB SUMMARY :

The CustomerAdvocate plans and oversees enterprise-level support activities for companyproducts and services for a designated customer or group of customers.

Acts as single point of customer contact tocoordinate resolution of software delivery / post-implementation incidents andescalation of issues.

Strategically focused and responsible for customersatisfaction, maintaining customer communication, and the overall management ofthe customer relationship.

DIMENSIONS : Standardwork environment

Standardwork environment

Majorityof time spent on PC (Phys. Req.)

JOB ACCOUNTABILITIES :

  • Provide customersupport throughout the post sales lifecycle through understanding of customerneeds and coordinate internally with ACI partners.
  • Drives use ofproactive service and support mechanisms to reduce customer downtime andsupport costs.
  • Collaborates withsales, project and support groups to demonstrate value of support offering tocustomer and identify opportunities for expanded support business.
  • Works with delivery team to execute on contract terms andconditions and responsible for on-time delivery of solutions that support the customer’s business
  • Maintains direct contact with customers when in production
  • Maintains a current knowledge of ACI products and Customerprocesses or environment
  • Understand, adhere to andenforce all Corporate Policies to include but not limited to ACI Code of Ethicsand Global Information Security.
  • Perform other dutiesas assigned.
  • Qualifications

    KNOWLEGDE, SKILLS AND ABILITIES :

  • Excellent verbal and written communication skills
  • Ability to articulate and professionally respond to customerneeds
  • Ability to understand the various components and processesthat impact overall customer experience
  • Ability to understand and review customers contractedsoftware modules
  • Proactive and continuous improvement mindset
  • Excellent track record in making judgement calls
  • MINIMUM JOBREQUIREMENTS :

  • Bachelor’s degree
  • At least 2 years of experience in a customer-facing roleaddressing customer questions / concerns (of a technical nature)
  • Experience in software or related industry
  • Ability to work weekends when needed to ensure timelycustomer support
  • POSTING JOB PREFERENCES :

  • Understanding and knowledge of products / solutions currentlymarketed by ACI is a plus
  • Salesforce.com experience is preferred
  • Experience in customer relationship handling
  • Experience in process improvement that drives positivecustomer experience
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