Customer Advocate - Web Support

Texas  ‐ Onsite
This project has been archived and is not accepting more applications.
Browse open projects on our job board.

Description

Title: eCommerce Customer Advocate

Duration: 6-12 month contract

Rate: $25.50

Number of Positions: 1

Years of experience: 3-5 years

Job Description:

  • Will assist new customers of the client and some internal stakeholders at client site on a new sales tool they are using that adds more functionality to the current web site
  • Will add new functionality to the already existing tool-helps to create lead generation, build proposals, lead calculations, etc.
  • Will help assist with demo's and webinars to demonstrate the tool and its functionality
  • Will talk to customers about pricing and how to use the tool
  • Basically customer service to the new customers answer all their questions on how to use the tool
  • Very customer facing so must have very good communication skills
  • May need to help with some UAT testing on the new functionality
  • Must be technical enough to walk new customers through the system to teach the tool and then they will be the point of contact for those when they have questions

Purpose of Role/Organizational Unit:

  • Support the launch of strategic E-commerce and DX programs
  • Be a subject matter expert for client sales tools to drive adoption, loyalty and deliver continuous value
  • Provide prospective customers with live demos or demo via WebEx, phone
  • Work closely with prospective customers to identify areas that need improvement and
  • Perform User Acceptance Testing (UAT) of new features and functionality when needed.

Essentials Duties:

  • Support and drive customer understanding of the client Sales Tools via outbound calling, leading the outbound call team, and/or provide direct customer support via phone, email or Live Chat.
  • Develop a working knowledge of the eCommerce sales tools and become a trusted customer advisor to drive etools adoption and customer satisfaction
  • Provide demos via WebEx or phone calls to prospective customers, guiding them through setup and usage
  • Document requests for new features and enhancements
  • Validate production issues and escalate technical issues as needed in Service Now or TFS
  • Continuously improve our customer knowledge base with content updates and basic asset production
  • Help drive customer testimonials and case studies
  • Collaborate with eCommerce Manager in the management and execution of project tasks
  • Maintain a high benchmark for customer response times
  • May have account responsibility with quota
  • Limited outbound selling to promote company promotions
  • Support the overall eCommerce and Digital experience strategy
  • UAT of new features as needed

Skill Requirements:

  • Good communication and soft skills along with good interpersonal and team skills are very essential
  • Must have experience on customer success or equivalent history of increasing customer satisfaction, adoption, and retention
  • Comfortable working with web based and mobile applications
  • Prior experience working with Sales personnel is desirable but not essential
  • Adhering to deadlines, meeting targets at all costs and going that extra mile to fulfil company requirements is a much celebrated trait for this profile
  • Travel may be required
  • Special assignments as required
  • Ability to work in an open environment and produce results while working in a team setting
  • Experience in bringing people together to achieve a common goal
  • Strong written communication abilities
  • Critical thinking a must

Desired Skills/Experience:

  • Exposure to or management of Live Chat sessions and/or setup
  • Preferred experience with outbound calling and call scheduling
  • Strong understanding of Webex and/or other online conference/demo tools
  • Ability to coordinate the setup of customer feedback sessions
  • Ability to coordinate other PRO's advocates in outbound calling, teaching and feedback collection
Start date
July 2018
Duration
6 months +
(extension possible)
From
MCG - Midwest Consulting Group
Published at
17.07.2018
Project ID:
1599554
Contract type
Freelance
To apply to this project you must log in.
Register