Customer Account Representative
2 days ago
The primary goal of this role is to establish and maintain effective relationships with clients, fostering trust and respect.
This specialist ensures the client relationship and customer satisfaction remain a competitive advantage.
They help transition customers from sales and implementation into the support phase, providing timely value propositions that propel growth and strengthen relationships.
Key Responsibilities:
- Timely Case Management & Inquiry Resolution: Complete assigned inquiries within established service levels, handling interactions efficiently and effectively.
- Salesforce Account Monitoring & Maintenance: Monitor, enter, update, and close Salesforce Accounts, Files, and/or Case records, maintaining accurate information for seamless case management.
- Proactive Customer Communication: Provide timely follow-ups to customers, ensuring clear, professional, and empathetic communication.
- Report Delivery & SLA Compliance: Ensure reports and requests are delivered on time, meeting service level agreements (SLAs), with updated case information in Salesforce for accurate reporting.
- Collaboration with Sales Team: Identify leads, collaborate with the sales team to contribute to revenue generation and growth, and foster strong relationships to enhance sales opportunities.
- Account Retention Management: Maintain account retention targets by developing relationships with key decision-makers, ensuring customer satisfaction and loyalty through effective engagement strategies.
- Customer Feedback & Product Improvement: Obtain first-hand customer feedback and recommend improvements to products and services, actively seeking feedback to drive enhancements.
- Relationship Development: Identify and develop multi-level relationships with key decision-makers to ensure retention and relationship stability, supporting business objectives.
- Product Expansion Proposals: Propose additional products and services to expand the organization's footprint within existing accounts, identifying opportunities for upselling and cross-selling.
- Leadership Collaboration on Product Enhancements: Partner with leadership to identify and address product gaps and enhancements, collaborating to meet customer needs effectively.
- Required Skills & Qualifications:
- Minimum 2 years of call center or related experience preferred.
- Familiarity with productivity software, CRM systems, and other call center technologies preferred. Salesforce CRM experience is a plus.
- Proven experience in case management or customer service roles.
- Proficiency in Salesforce or similar CRM platforms.
- Strong communication and interpersonal skills.
- Ability to manage multiple tasks and prioritize effectively.
- Excellent problem-solving skills and attention to detail.
- Experience in sales support or account management is a plus.
- Ability to build and maintain relationships with key stakeholders.
- Strong analytical skills to assess customer needs and recommend solutions.
- Ability to work collaboratively within a team environment.
- Flexibility to adapt to changing priorities and business needs.
- Proficiency in creating and delivering PowerPoint presentations to effectively communicate ideas and information to various audiences.
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