Job details
Job type full-time
Full job description
Job description
For this opening we will consider candidates from the following locations: ,pa,united states | , united states
We are seeking a client experience analyst to join our team! this position is open to a 100% remote work environmentThe client experience analyst is responsible for interfacing with potential clients to discuss use cases and determine expectations for implementation plan, which may include end user communication through multiple channels, adoption plan development, support of proof of concept (poc) and evaluation of training needs; develop programs to drive rapid deployment of services with emphasis on client use cases and experience; conduct ad hoc end user training, q&a sessions, online war rooms, or demonstrations of unified communication products, services and/or solutions to meet client needs; serve as a subject matter expert (sme) on client experience, auxiliary services, and processes within assigned business segment
Major job accountabilities
Client experience functions - responsible for the full-cycle adoption and deployment process which may include, developing an understanding of client use cases, identifying opportunities or leverage points for improving operational client experience, and building client loyalty, while adhering to corporate and departmental policies and procedures
Work with internal stakeholders to build sustainability in client experience efforts focused on client insight and behavior
Participate in process improvement recommendations that will drive operational efficiency and address quality and regulatory requirements
Interface with potential clients to discuss use cases and determine expectations for implementation plan, which may include end user communication through multiple channels, adoption plan development, support of proof of concept (poc) and evaluation of training needs
Develop programs to drive rapid deployment of services with emphasis on client use cases and experience
Interface with assigned clients during pre-sales, implementation, and post-integration which may include ensuring proper deployment, adoption, and providing recommendations based on business needs
Establish relationships with clients to gather a full understanding of business operations ensuring to notify internal departments of any potential opportunities for additional revenue
Keep up-to-date on industry and market trends (e.g., unifed communications, saas, etc.) ensuring to adapt product offerings accordingly and promote internally during sales cycle with clients
Participate in drafting proposal language and statement of work (sow) for customized requests which may require additional client fees
Assist with development of client adoption tracking process that outlines successful software adoption criteria as well as any risks for revenue realization and opportunities for cross sell/upsell of services
Document progress with clients ensuring to report back to management any deployment risks or timeline issues
As required, provide data to support the success of adoption activities and potential cost savings or rebates for departmental resources (e.g., cisco)
Escalate any requests that are out of scope to appropriate internal team or management
Collaborate with internal and external contacts (e.g., sales, operations, marketing, engineering organizations) to facilitate specific client requests
Communicate to manager any client deadlines that will not be met or unsatisfied clients in a timely manner
Identify and recommend end user enablement programs which would best meet client expectations
As required, attend client training sessions to gage end users understanding of software platform and recommend additional areas for end user support such as documentation for intranet site or pre-recorded modules on specific topics
Conduct ad hoc end user training, q&a sessions, online war rooms, or demonstrations of unified communication products, services and/or solutions to meet client needs
Serve as a subject matter expert (sme) on client experience, auxiliary services, and processes within assigned business segment
Maintain advanced knowledge of business segment products and resources (e.g., cisco, etc.) and processes to best articulate strategic options for client
Place the highest priority on providing quality service to clients ensuring to respond to any questions in a timely manner
Continually keep up-to-date on products and services to ensure quality consultation and support
Client relationships - establish an excellent working relationship with clients, continuously striving to improve the business relationship and level of overall service west is providing
Proactively offer consultative advice to management, detailing how program may be enhanced
Ensure the unique needs of the client are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the client`s expectations
Perform quality review of services provided
Review trends and customer complaints to evaluate efficiency of work flow and current methods and procedures
Identify trends indicating the need to revise existing methods and procedures
Related duties as assigned
The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
Consequently, job incumbents may be asked to perform other duties as required
Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
Please contact your local employee relations representative to request a review of any such accommodations
Minimum qualifications
Applicant for this job will be expected to meet the following minimum qualifications.
Education
Bachelor`s degree from an accredited college or university with major course work in business administration, computer science, or a related field requiredEquivalent work experience in a similar position may be substituted for educational requirements
Experience
Minimum 2 years of work experience in conferencing and collaboration software industry (e.g., software as a service etc.) required
Other
Intermediate knowledge of word, powerpoint, and excel required
A successful incumbent in the job will be able to demonstrate the following skills and abilities:
Strong collaboration and cross-teaming skills
Desire and eagerness to help clients successfully deploy our technologies
Comfortable working autonomously in a fast-paced environment where new challenges exist around every comer.
Strong communication skills
Comfortable working directly with clients and partners.
Strong prioritization, time management and organizational skills.
Ability to take on complex systems and processes and drive simplification and improvements.
Self-starter, who can deal with ambiguity, maintains focus, drives to clarity and provides innovative solutions.
About us
Connecting people with each other and the right information is mission criticalOur company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connectionsOur solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter mostWe do it with a laser focus on reliability.
The company is a leading provider of technology-driven, communication services, serving fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcareFor more than 30 years, we have been leading the way in hosted and cloud-based solutions.
Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most – information to insight.
Our company has sales and/or operations in the united states, canada, europe, the middle east, asia pacific, latin and south america and is an equal opportunity employer – veterans/disabled and other protected categoriesOur company welcomes and encourages applications of individuals with disabilitiesAccommodations are available on request for candidates taking part in all aspects of the selection process.
About the team
Intrado cloud collaboration provides meeting, messaging and collaboration tools that allow businesses to unlock the creativity of their teams and fuel productivity as if everyone was in one room – even when team members are across the globe.
Intrado also offers cloud pbx systems for globally distributed corporations, cloud contact centers to enable technical support and remote agents supporting businesses and hosted mpls networks to increase business efficiency, execution and security.
With products and services ranging from audio / video conferencing services to meeting management tools, we also provide professional services to ensure support and training at each stage – from implementation of our tools and services throughout the customer lifecycleIntrado is the #1 global conferencing partner, cisco meetings partner and a microsoft gold collaboration partner.
