Customer Experience Analyst

For over 25 years, we’ve helped organizations deliver critical communications with accuracy, security, and speed through innovative technology, omnichannel communication, and a commitment to excellence. Serving more than 1,500 customers across diverse industries, we create communication solutions that keep businesses moving forward.

More specifically, this role encompasses the following responsibilities:

• Act as the customer champion for all professional services or other implementations/ interactions, ensuring that we:
• Properly manage customer expectations
• Consistently deliver in-line with these expectations and accountabilities
• Rigorously follow the Implementation and Go-live playbook
  • Drive all aspects and activities associated with the adoption and value realization phase of the customer journey.
  • Be the champion for the end-to-end customer journey at Doxim and promote the correct treatment of customers across all departments and all phases of their journey.

• Operate as the day-to-day point of contact for customers in your segment.
• Ensure that issue and related escalations are managed to resolution efficiently across the organization.
• Encourage ‘successful’ (happy) customers to participate in testimonials, reference calls and case studies/win stories.
• Drive all aspects of customer feedback mechanisms that provide us with a pulse on customer sentiments (Post Project Implementation, Closed case and Net Promoter surveys)

• Know what products and services the customer currently has and understand what additional products and services may prove valuable to them.
• Help identify new revenue expansion opportunities (upsell or cross sell) and communicate these to the sales team
• Support the sales team during the sales cycle with client liaison and coordination of needed paperwork (MSAs & Schedules Statements of Work, Change Requests, etc.)
• Thoroughly plan for all customer renewals and ensure these are completed on time
• Leveraging additional Doxim resources as appropriate (occasionally teaming with account managers to achieve this)

• Minimum 5 years’ experience working for a B2B SaaS vendor
• Previous experience as an Account Manager/Customer Success or Experience Professional
• Experience working with in US Financial and Credit Union industry
• Ability to manage multiple projects simultaneously while paying strict attention to detail
• Excellent verbal and written communication skills backed by a strong technical aptitude
• High degree of professionalism and integrity plus ability to establish customer trust
• Excellent interpersonal skill with ability to build authentic business relationships
• Teamwork mentality and willingness to assist wherever needed
• Ambitious and driven, thriving in fast-paced and demanding environment
• Experience analyzing data & trends to identify product or service growth opportunities
• Proficient in Salesforce & Microsoft Office
• Bachelor’s degree from college or university or applicable experience