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Experience Specialist
2 weeks ago
We are seeking a highly skilled Customer Experience Specialist to join our team. This is a 6-month contract position with a leading technology company.
As a proactive customer retention professional, you will be responsible for managing customer interactions, encouraging subscription purchases, and resolving outstanding overages. You will work closely with customers whose trials have expired, facilitating purchases, processing orders, and addressing account issues. Your role will involve tracking follow-ups, monitoring outcomes, and generating reports on key metrics like conversions and account actions.
The ideal candidate will possess advanced knowledge of Microsoft Excel software, basic knowledge of Microsoft Word, and analytical skills to track performance metrics and improve processes. They should also be organized, detail-oriented, and able to meet deadlines. Strong communication and negotiation skills, as well as proficiency in CRM systems like Salesforce, are essential. Experience in Zendesk and problem-solving ability are also highly valued.
Responsibilities include:
- Resolving outstanding overages or encouraging subscription purchases post-trial expiration.
- Processing orders promptly after the customer reaches out and sends purchase confirmation.
- Coordinating account suspensions for non-response as needed, ensuring proper documentation.
- Maintaining detailed records of follow-ups and interactions.
- Generating reports on conversion rates from trials to purchases, accounts suspended due to non-response, and other key metrics.
Our company is a global leader in 3D design, engineering, and entertainment software. We foster a progressive culture, creativity, and a flexible work environment. Our team uses cutting-edge technologies to stay ahead of the curve. Diversity and integrity are core values that we uphold.
