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
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.
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 :
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
Añadir a los favoritos
Eliminar de mis favoritos
Debes iniciar sesión en tu cuenta para agregar este empleo a tus favoritos. Haz clic en "Continuar" para acceder a tu cuenta o crear una cuenta nueva. Luego de iniciar sesión, podrás ver y organizar tus favoritos tanto en nuestro sitio web como en la aplicación móvil.