Customer Experience Specialist, II

Location AR-Buenos Aires
Job ID
95795
Function
Customer Service
Position Level
II

Overview

Oversees customer satisfaction for assigned accounts. Acts as primary contact for the client.

Responsibilities

  • Ensures overall service and solution delivery to achieve quality customer outcomes
  • Manages the relationship with account and oversees customer satisfaction for assigned accounts
  • Acts as primary contact for the client and behaves professionally to support client retention/renewal
  • Participates in regular customer and partner meetings to review service plans and recommends improvement to services
  • Advises the client and introduces client to new offerings/upsells to assist client in solving business problems
  • Delivers cost reduction goals and demonstrates ownership of revenue goals aligned with Sales
  • Supports service delivery readiness on complex accounts which may include multi-national or global accounts or key customers
  • Interprets data provided by the customer to help drive effective business decisions
  • Ensures customer SLA's/KPIs and quality standards are met
  • Ensures territory/vertical readiness for new product and offer launches
  • Delivers service reference customer case studies to distinguish company services and solutions from competitors

Qualifications

  • Bachelor's degree in Engineering, Computing Sciences, Business or co-related areas 
  • Minimum of 5-7 years of experience
  • Fluent English, Native Spanish - Portuguese is a plus 
  • Good level in Microsoft business applications including: Word, Excel (reporting, anaysis and Power BI is a plus) and Outlook
  • Customer service values/orientation
  • Solid professional work behaviors: proactivity, good analytical skills, team work, accountability 
  • Strong communication skills: listening, providing clear and concise information, power of synthesis, presentation skills and storytelling, customer facing relationship  
  • Demonstrates an understanding of key financial factors
  • Previous experience in Services management positions, such as Services Sales representative, Customer Experience and Customer Sucess positons 

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