Enterprise Customer Service Specialist B2B accounts

Profile

Overview:The Enterprise Customer Service Specialist (ECSS) responsibilities include developing long-term relationships with an assigned module of customers, connecting with key business partners within their business to provide upward support to customer executives working with Account Executives. CSS liaise between customers and cross-functional internal teams to ensure the timely and successful delivery, dispute resolution, inquiry documents and support of our solutions according to customer needs. Manage and develop client accounts to initiate and maintain favorable relationship with clients. Responsible for organizing internal team members dedicated to meeting the operational needs of assigned customer segment.Familiar with a variety of the field's concepts, practices and procedures. Rely on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. Lead and direct the work of others. A wide degree of creativity and latitude is expected. Typically reports to head of a unit/department.Responsibilities of the Enterprise CSS:Serve as the customers primary point of contact and build long-term relationships with customers that create loyaltyHelp customers through email, phone, online presentations, screen-share and face-to-face meetingsDevelop a trusted advisor; custodian of the customer relationship with assigned accounts, customer stakeholders and executive sponsorsEnsure the timely ordering of our solutions, disputes, pricing/proposals and request according to customer needs and objectivesCommunicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders via required QBR either by customer contract conditions or define customers by commercial leaders (known as our Premier customers)Forecast and track key account metrics that include TBR (Total Bill Revenue) increase/decrease, risk tied to customer with details, forecasting, and current activity for QBR (Quarterly Business Review)Update job knowledge by participating in educational opportunities in Brainshark, Salesforce, Cornerstone. Compass, and external resources; reading professional publications; maintaining personal networks; participating in professional organizationsEnhance department and organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishmentsResponsible for keeping current clients satisfied and delivering exceptional customer service on a day-to-day basisMonitor and analyze customer's usage of our productResponsible for working with the Sales team to onboard and integrate new clients and developing existing client relationshipsServe as the team member between the customer and internal teamsRequirements:3 or more years of account management. customer service, or other relevant experienceDemonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-levelExperience in delivering client-focused solutions based on customer needsProven ability to manage multiple projects at a time while paying strict attention to detailExpert at Microsoft Office Suite, Google Apps, Salesforce and help desk support softwareAssociates Degree in appropriate field of study or equivalent work experienceExcellent listening, negotiation and presentation skillsExcellent verbal and written communications skillsSelf-motivated and able to thrive in a results-driven environmentNatural relationship builder with integrity, reliability and maturityAbility to prioritize among competing tasksCritical thinking and problem-solving skillsExcellent time and project management skills; always looking to improve inefficient processesAttention to detail and adherence to deadlinesKey Performance Include:Total Bill Revenue Management (TBR) managing and reporting changes in MRRRenewal management of Base (90%) account base with contract in term not expiredNet Promoter Score: meeting minimum expectationsManaging Current contracts to within terms and conditions (T&C) metStrategic plan participation and on fileRehabilitation plans on file and with guidelines of status/stagesLead Generation

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