Better Business Through Data Analysis & Monitoring My Account

Position Overview:

Key function of this position is to help ensure customer satisfaction and retention. Acts as primary point of contact for customers post-sale. Assists customers with questions, communicates with customers periodically to keep them informed about additional resources, services, and products.

Essential Job Functions:

  • Calls and emails customers daily to learn as much as possible about their organization; who are the users and decision makers (50% of the time)
  • Establishes self as primary person for questions regarding software support, increase in licensing, new products, and services; assists with upgrade/renewal questions, research, and responds to customer related issues
  • Records and documents all communications in customer relationship management tool, including making sure main contacts are up-to-date and accurate
  • Creates price quotes, orders, and similar data information for customer as needed
  • Resolves customer questions related to orders
  • Maintains liaison with other departments for order completion; follows-up with customers to ensure software has been received; customer has provided C2D files, if needed; customer has received D2C files or dpack files, if needed; software has been installed and is working
  • Connects customer with Software Support Team if additional assistance is needed
  • Coordinates with Software Support Team and Project Management if software deployment services are needed
  • Informs customers about training services if not part of original purchase or upgrade order; Identifies opportunities for upsells and license expansions and informs the account manager
  • Research current supported and unsupported customers to assure accurate and completed data is recorded
  • Has knowledge of products and services, including but not limited to: prices, delivery time, various marketing campaigns, and other data or information associated with assisting the client increase their licenses or improve the efficiency of their projects
  • Collect customer testimonials and stories to assist Marketing Team to further promote the products and services
  • Other duties of similar or lesser nature as required

Requirements:

  • High school education or equivalent with prior experience; college degree if no experience
  • Strong customer service skills
  • Knowledge of customer relationship management tools
  • Proficient in Microsoft Office (Word, Excel, PowerPoint)
  • Professional phone etiquette

Other Skills/Abilities:

  • Written and verbal communication skills
  • Multi-task with good time management skills
  • Strong problem-solving abilities
  • Detail oriented and accurate; attention to detail
  • Forward thinker
  • Takes direction well
  • Provides backup to sales assistant with phones as needed
  • Assists with product returns and product replacement as needed
  • Ability to operate basic office equipment

Interested? Please send your resume to kellyc@audimation.com

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.