Manager of Customer Experience Astute, Inc.
THIS JOB HAS EXPIRED Purpose:
The Manager of Customer Experience will advocate for the needs and interests of our customer community. The Manager will liaise with customers at critical junctures in their journey with Astute Solutions. Along with the Customer Success Managers who manage all existing account activity, the Manager of Customer Experience will be responsible for overall customer satisfaction, renewal contract engagement, contract management process, and customer retention (minimize churn).
The Manager of Customer Experience is responsible for the following areas:
Manager of Customer Experience
Focus: Customer Experience
Serving as the"spokesperson" for the Astute Solutions customer at all critical junctures in the customer's journey with us (e.g., reflecting the needs, concerns and interest of the customer in strategic planning session>
Annual Customer Satisfaction Survey Management (annual and mid-year)
Annual Astute Solutions Customer Conference
Customer Marketing Support including Customer Experience Essentials Webcast Series and collaboration on content creation including ensuring customer needs are represented in our digital assets as well as on our social and blog properties
Astute Raving Fans Advocate Program
Customer Advisory Council
Create and manage centralized Customer Community
Focus: Contracts and Renewals
Responsible for the development of internal processes to identify and engage customers in advance of cotnract expiration with a goal of driving a minimum of 98% annual renewal of Astute Solutions' customer base.
Contracts to be used by Sales. Make them accessible and organized, including portal design and management
Help us streamline pricing / contract process / order doc.
Critical Success Factors
Customer care attitude and approach. Able to move with (Astute Solutions) organization to solve customer issues
Detail Oriented. Strong organization and administrative skills, including contracts
Metrics driven with an analytical, process-oriented approach
Team player and communicator
Ability to think creatively and create content directly relevant to customer demands
Highly developed written and verbal communications skills
Developed competencies with MS Office Suite to include: Word, Excel and PowerPoint
Excellent interpersonal skills i.e. works well with others.
Quickly adapts to handle a wide variety of sales situations
Competent in contributing to development of pricing strategies for customer solutions
Professional knowledge ? (CRM Knowledge Management, SRM, Mobile and Telephony/li>
Creative problem solver
||Columbus, OH |
THIS JOB HAS EXPIRED