What are the responsibilities and job description for the Client Engagement Specialist position at One View?
Job Description
We need results-driven people who can significantly impact a dynamic technology company full of opportunities. Consider the strength of a smaller employer, one that will value your contributions, one where your contributions will have a significant impact. We are looking for a highly competent individual who thrives in a challenging, fast-paced environment. Do you have what it takes to become the next team member?
For more information about One View, please visit http://www.one-view.com.
Overview
The Client Engagement Specialist (CES) owns the customer's health, satisfaction, and retention. Once the customer's services have been implemented and are fully functional, the CES ensures superior customer advocacy, high customer retention, and customer references/referrals.
The Best Client Success Representatives:
- Possess a strong sense of urgency to resolve customer challenges
- Feel accountable to teammates & customers to create wins
- Enjoy working in an evolving start-up technology culture & being part of a growing team
- Ability and willingness to set a positive and productive tone within the team
- Owns the customer's health and ensures they derive the maximum value from their investment through product adoption, and best practices.
Duties:
- Monitors the customer's operational performance and health indicators. Proactively identifies issues and collaborates with other teams to drive the open issues to resolution.
- Identifies risks to the customer's stated business goals, builds and executes risk mitigation plans, or escalates as needed.
- Proactively communicates with customers to ensure progress against objectives and notifies customers of changes.
- Analyzes customer usage and success, utilizing data and reports
- Recommends changes and best practices to meet objectives
- Ensures customer accounts are current on payments
- Resolves escalated customer issues, working in tandem with the Support team.
- Identifies opportunities for upsell and works with the Customer Success Manager to close additional business
- Ensures high customer retention and manages at-risk customers.
- Calls customers not using the service and ensures product adoption.
- Calls customers not paying invoices due and obtain payment.
- Calls customers requesting cancellation and ensures the renewal of services
- Secures renewal agreements in advance of the end of customer term
- Effectively documents activity related to customer management.
- Customer profile data, usage data by user and for the account overall
- Individual Contact records, Customer communications
Skillset:
- High energy, customer service orientation
- Consultation skills with customers on business objectives and best practices
- Robust problem-solving methodologies, analytical focus on the root cause
- Proven client care skills to maintain and enhance client relationships
- Intellectual curiosity
- Extremely detail-oriented
- Strong technical aptitude and the ability to learn and adapt to new technologies
- Strong documentation skills
- Competency with the Microsoft Office suite of applications
- High level of initiative and works well in a team environment
- Excellent written and oral communication skills
- Handles stressful situations and deadline pressures well
- Plans and carries out responsibilities with minimal direction.
- Reports directly to the Client Engagement Manager
Requirements:
- Undergraduate degree or relevant work experience.
- Minimum 2 years of account management, consulting, or similar experience.
Additional Helpful Knowledge and Skills (Not Required)
- Work experience with auto dealers
- Experience with basic IT skills
- Experience with Accounting practices
Work Environment and Physical Demands
- General office environment
- High energy, hard work
- Some stress as a vital member of a growing company
Location
Our company's corporate headquarters are based in Indianapolis, IN.
Hours
This position will work 8 - 5 pm EST.
Job Type: Full-time
Pay: $40,000.00 - $45,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Indianapolis, IN 46220
Salary : $40,000 - $45,000