Job Description

Responsibilities

• As the Customer Experience Account Manager VA, you will be responsible for ensuring our customers receive the best experience
• In this role, you will be responsible for meeting established metrics for the group - ensuring the highest customer satisfaction
• Reporting to the Manager of Customer Experience, you will be pivotal in maintaining a collaborative and high-performing team environment, ensuring targets are met
• You will engage deeply with Datawatch subject matter experts and customers to understand their needs, drive customer satisfaction and promote upsell and cross-selling strategies
• You will deliver exceptional customer solutions and experiences, championing cross-selling efforts, and collaborate with your teammates
• Location Bethesda, MD
• Travel Yes (10% - 15%)
• Share insight and lessons-learned with your counterparts and other departments as needed
• Be the voice-of-the-customer and provide guidance to our customers while resolving challenges
• Identify and steer upsell opportunities
• Serve as the gate keeper for your accounts, taking personal ownership of customer outcomes
• When requested, train team members on systems and processes
• Provide the best customer experience and align with business goals and objectives
• Suggest continuous improvement efforts and enhance customer experiences, while ensuring adherence to processes and strategies
• Follow guidelines of workflows and working towards time-saving strategies
• Engage as a cohesive, collaborative, team member across the group
• Act as a Project Manager, ensuring accountability and timely execution to all customer inquiries
• Ability to work outside of standard business hours in support of customer inquiries / business needs
• Organized and detail driven

Requirements

• Applicants must be willing to submit to a drug screening and criminal background check
• May be required to travel for extended periods of time
• 1+ years of experience in Customer Service/Experience/Success teams, with a proven track record of highest customer satisfaction
• 1+ years of hands-on experience in customer-facing technical role
• Genuinely compassionate about the experiences you create, with an authentic customer service mindset
• Strong communication and presentation skills
• You thrive in dynamic, fast-paced environments and are known for effortlessly navigating and leading through change, ensuring a strategic focus on customer success and consistently exceeding business objectives
• Proven track record of collaboration within cross functional teams
• Prior customer service/account management experience
• Strong presentation and customer skills, with a clear ability to establish your credibility
• Excellent writing and speaking skills
• Strong skills with Microsoft Suite tools
• Must have a vehicle for client site visits