Customer Advisor
Remote
Full Time
Experienced
This is a hybrid position requiring onsite presence 2–3 times per week at our Cali office.
The Customer Experience Rep works cross-functionally to ensure customer retention, growth through increased sales, product satisfaction and escalation and helping customer realize value from Zonar products and services. This position is responsible for the management of a portfolio of customers to ensure retention and resolve customer issues and escalations.
Key Responsibilities and Duties:
Knowledge, Skills, and Abilities:
About Zonar:
Smart Fleet Management Solutions | Zonar
The Customer Experience Rep works cross-functionally to ensure customer retention, growth through increased sales, product satisfaction and escalation and helping customer realize value from Zonar products and services. This position is responsible for the management of a portfolio of customers to ensure retention and resolve customer issues and escalations.
Key Responsibilities and Duties:
- Responsible for portfolio of customers' health including retention, uncovering sales growth and relationship management.
- Help their customer base of customers fully leverage their Zonar products and services and understand their ROI through strategies that reveal customer business challenges and objectives.
- Partners cross functionally to develop programmatic customer communications such as newsletters, best practices webinars and customer networking.
- Responsible for maintenance of routine status reports and process documentation in internal knowledge management sites such as SharePoint, Confluence and CRM.
- Effectively navigate customer accounts, orchestrating pre/post sale resources in conjunction with the Zonar Onboarding team to facilitate renewal prep, training, new feature review, etc.
- Describe the value proposition of Zonar’s entire product offering to increase sales revenue within current customers.
- Identifies and categorizes retention/churn risk and leads campaigns to ensure customer renewal.
- Become a trusted customer advisor by guiding customers to industry and vertical best practices and map, expand and deepen customer relationships.
- Through routine customer communications, proactively identifies potential issues and works with Supervisor to lead cross-functional efforts to mitigate issues and risks by planning/implementing solutions with a sense of urgency.
- Ability to anticipate and communicate future customer needs including customer programs, communication and support strategies, training, products, and services.
- Leverages existing customer data usage trends and drives innovation of new KPI’s to anticipate retention risk, upsell opportunities and showing customer value of Zonar products and services.
- Exercises critical thinking skills that identify customer vertical and industry trends that enhances Zonar’s product solutions and customer advocacy.
- Time management and prioritization sufficient to satisfy core job responsibilities with occasional supervisory intervention.
- Develop and maintain sophisticated knowledge of Zonar’s products and services.
- Document, track, and monitor customer account problems/discrepancies to ensure timely resolution.
Knowledge, Skills, and Abilities:
- High School Diploma or GED required; and 2-3 of experience in fleet management, software technology, or related field a plus.
- Ability to work cross functionally in a productive and collaborative manner to achieve defined objectives.
- Excellent written and verbal communication skills.
- Strong problem-solving skills and attention to detail.
- Strong computer skills, with an above average knowledge of Microsoft Office products.
- Familiarity with customer relations management software applications; Microsoft CRM preferred but not necessary.
- Customer focused: You start with the customer and work backwards, tying all activities together to help our customer achieve their objectives.
About Zonar:
Smart Fleet Management Solutions | Zonar
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