CUSTOMER EXPERIENCE SPECIALIST

Esker is the global authority in AI-powered business solutions for the Office of the CFO. Leveraging the latest in automation technologies, Esker's Source-to-Pay and Order-to-Cash solutions optimize working capital and cashflow, enhance decision-making, and drive better collaboration and human-to-human relationships with customers, suppliers and employees. Esker operates in North America, Latin America, Europe and Asia Pacific with global headquarters in Lyon, France, and U.S. headquarters in Madison, Wisconsin Job Overview The Customer Experience Consultant will be responsible for taking care of Esker customers during and after solution implementation, maintaining deep knowledge of how customers use Esker products and suggesting how customers can improve efficiency. The focus will be to understand and analyze several projects, build an exceptional user system at Esker by a deeper analysis of data, propose action plans to drive a better performance and take care of the materials to facilitate the Esker users’ day-by-day. Main Responsibilities: Customer Experience Advocacy Engage with new and existing customers during and after implementation, meet commitments according to the appropriate Customer Experience Engagement Program; use experience and judgement to take care of customers and strengthen relationships. Ensure a positive customer experience through outreach and collect feedback through customer engagement at assigned intervals and checkpoints. Learn how assigned accounts use Esker solutions; maintain advanced product knowledge across all Esker solutions; use product knowledge and customer familiarity to creatively help customers maximize process efficiency; suggest how customers can best use solutions. Document customer feedback and convey back to the customer experience team and other departments as appropriate. Direct contact with Marketing, Sales, Professional Services and Admin departments. Facilitate problem-solving between customer end users and professional services or support teams. Engage customers at regular intervals to measure the customer utilization of the Esker solution. Ensure the customer is maximizing efficiencies and create plans to determine how the products can be best served within that customer. Document each engagement and follow-through on resulting tasks and actions. Provide system configuration changes and build reports to improve customer utilization and satisfaction. Collect the dashboards executed and KPIs results to help the customer improve their company objectives. Build and propose action plans for customers by individualization or standard solutions where includes improvements. Education and Experience: Bachelor Degree or Certificated of Higher Education preferably. Background in customer service, training, account management. Proven experience managing and cultivating positive working relationships with customers and coworkers. Strong in building adapted and individual plans depending on customer needs Knowledge in Finance is an advantage. Outgoing individual with strong communication and presentation skills with different stakeholders. Effectively communicate technical information in non-technical terms using the customer’s language. Advanced technical skills to quickly learn and configure the Esker on Demand solution including dashboards, reports, tabs, views, and templates. Results oriented person working towards the success of CX Department and Esker customers and partners. Work team skills demonstrating facility to collaborate within different colleagues and departments. Ability to maintain high levels of drive and energy. Strong knowledge and significant experience using Microsoft Office products, Microsoft Power BI, Salesforce and other web-based apps. Entrepreneurial/problem-solving mindset, with an emphasis in making our customers feel valued, understood and engaged. Ability to manage multiple customer relationships. Strong attention to detail profile being aware about the importance of keep quality standards. Excellence on content creation under corporate style not forgetting improvement proposals Interest to keeping the position on updates and last solutions features English professional competence required Availability to travel visiting customers on-site. #J-18808-Ljbffr