Enterprise Customer Experience Specialist - Remote

Overview

The Enterprise Customer Experience Specialist (ECES) in the Customer Care organization will focus on fulfilling the requirements of an Enterprise Support contract, ensuring customer health, satisfaction, and long-term retention.

In Short

• Serve as the primary point of contact for enterprise customers.
• Regularly assess and track customer health.
• Collaborate with internal support teams for issue resolution.
• Conduct regular check-ins with customers.
• Act as a customer advocate within the organization.
• Ensure all deliverables in the support contract are met.
• Collect and analyze customer feedback.
• Maintain detailed records of customer interactions.
• Focus on customer retention and satisfaction.
• Provide regular reports on customer health.

Requirements

• Proven experience in customer success or technical support roles.
• Experience managing enterprise-level support contracts.
• Strong understanding of technical offerings.
• Exceptional customer service skills.
• Ability to manage complex customer issues.
• Strong interpersonal and communication skills.
• Experience with customer health metrics and reporting.

Benefits

• Comprehensive medical, accidental, and life insurance.
• Weekly wellness sessions.
• A generous paid time off policy.
• Work from home, remotely, or hybrid options.
• Partial compensation for glasses and lenses.
• Private health insurance.
• Volunteering Time Off (2 days/year).
• Flexible working hours.