Customer Experience Advocate
2 semanas atrás
We are seeking a highly skilled Customer Experience Advocate to join our team at JATO Dynamics. As a key member of our Customer Experience and Success teams, you will play a vital role in delivering exceptional customer experiences and driving business growth.
About the Role:
As a Customer Experience Advocate, you will be responsible for executing customer experience plans, providing timely and comprehensive technical, product, and support knowledge to customers, and collaborating closely with our Customer Success, Customer Relationship teams, and wider JATO to deliver a frictionless JATO experience.
Key Responsibilities:
• Execute customer experience plans to achieve customer success goals
• Drive seamless and frictionless customer experience to create positive brand feedback and build advocacy, loyalty, business growth, and long-term partnerships
• Provide first-line customer response, troubleshoot, and resolve all customer queries following JATO processes, SLAs, and standards
• Gather customer insights, improve product confidence, and integrate and optimize JATO solutions into the customer business
• Apply customer success processes and customer relationship management skills to engage and onboard customers in pre- and post-sale activities
• Collaborate with commercial to determine how and where to engage customers, and use a consultative approach to resolve customer issues and achieve their goals
• Track and follow up with customers on customer satisfaction trends and feedback; analyze trends driving NPS scores to identify areas for improvement
• Develop in-depth knowledge of regional and global solutions to provide value-added service, dynamic interactions, and tailored recommendations
Requirements:
• Customer-centric, collaborative, and team-oriented approaches
• Responsiveness and agility to go above and beyond with customers and take extra steps to achieve customer goals, meet challenges, and add value along the customer's journey with JATO
• Excellent customer engagement to build long-term business partnership
• Understanding of customer success and customer experience frameworks
• Develop and nurture customer relationships through consultative training and support methods
• Assist and align with customer requirements to draw meaningful information from data using various data analysis tools to enable better decision making through identifying various insights, facts, and trends for customers
• Superb communication, presentation, and facilitation skills
• Critical thinking skills with the ability to analyze and provide data insights
• Previous experience working in a customer service/support/success role
• Ability to troubleshoot and resolve issues in a proactive and systematic manner
• Self-motivated, confident, enthusiastic, and thorough in follow-through
• Excellent organization skills with the ability to prioritize complex issues and tasks
• Experience working with SQL, data feeds, data mapping, APIs (web, RESTful, JSON) and integration (Postman/other) – essential
• Intermediate to advanced knowledge of Microsoft Excel, PowerPoint, and Power BI preferred
• Certifications and/or training in Cloud/TAFE level qualifications and skill set a plus
• Experience using customer service tools, i.e., CRM/JSD, Case Management
• Minimum 2 years of customer-facing support and consultation experience
• Prefer two-plus years of automotive, data solutions, and/or digital technology industry experience
• Fluency in both English and Portuguese is essential
• Remote working with occasional travel to JATO offices and/or customer sites
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