Customer Advocate / Client Partner SciQuest
THIS JOB HAS EXPIRED Overview:
The Client Partner is responsible for customer satisfaction and successful execution of each client account plan pertaining to the SciQuest hosted applications. This is a hands-on role where the Client Partner serves as the primary business contact for a group of designated customers, is expected to consistently provide excellent customer service to accounts, as well as represent customer needs and goals within the organization to ensure quality. The Client Partner has deep solution knowledge and delivers deep-dive type analysis of customer?s system use and patterns. In addition, the Client Partner will work directly with customers to drive ROI from the SciQuest hosted applications, and should build relationships with customers to encourage new and repeat business opportunities. This position will require strong software technical knowledge to recommend and apply system configuration changes.
Proactively contacts assigned customer accounts on bi-monthly basis to touch base and gauge satisfaction levels as well as needs or challenges. Defines ROI calculations when necessary.
Defines solution gaps for each customer in their portfolio (is the voice of the customer into our Development team)
Suggests and applies modifications to client configurations based on agreed upon requirements. This will require hands on technical skills.
Creates and executes an account plan for each client in order to identify potential issues and/or opportunities related to the utilization of all SciQuest products and services.
Maintains awareness and documentation of customer contacts, profile, status, modules, usage activity, spend volumes, etc.
Responsible for customer communications and conflict resolution.
Serves as an escalation point of contact for customer and assigns issues to Technical Support team or Client Management team as appropriate.
Aware of and communicates opportunities for account growth and new business, involving the Account Executive or VP of Operations as appropriate.
Prepares and Facilitates Quarterly Business Reviews for customers.
Provides regular two-way communication between the customer and the Support team, to provide strong team representation and set proper customer expectations.
Develop and maintain in depth knowledge of client domains in relation to SciQuest's products.
Bachelor's degree or equivalent with proven Account Management or Customer Project Management skills required in order to create, maintain and enhance customer relationships
Proven strong consulting skills required
Technical competence (working knowledge of SciQuest products as well as general understanding of software, hardware, networks, etc)
Ability to work independently taking initiative to follow through and take ownership of all aspects of client management including: reporting, managing client expectations, as well as driving tasks and issues to resolution.
Capable in the areas of business process orientation, hands-on client relationship and client server technology skills.
Motivated, goal oriented, persistent and a skilled negotiator with strong interpersonal, consultative, documentation, multi-tasking and problem solving skills.
Strong communication skills, ability to create and present client communication and analysis in all formats: verbal, presentation, email, written documents.
Develop and maintain proficiency in SciQuest's software solutions, solution methodologies, and core technologies and effectively communicates offerings to the customers.
Equal Opportunity/Affirmative Action Employer M/F/D/V
||6501 Weston Parkway |
Cary, NC 27513
THIS JOB HAS EXPIRED