Senior Customer Experience Associate

Why join us? 

We’re on a mission to empower people with disabilities to do what they once did or never thought possible. As the world-leader in assistive communication solutions, we empower our customers to express themselves, connect with the world, and live richer lives.  
 

At Tobii Dynavox, you can grow your career within a dynamic, global company that has a clear, impactful purpose - with the flexibility to also do what truly matters to you outside of work. What’s more, you’ll be part of a work culture where collaboration is the norm and individuality is welcomed. 

As a member of our team, you’ll have the power to make it happen. You’ll solve challenges, deliver solutions and develop new, efficient processes that make a direct impact on our customers’ lives. 

What you’ll do:

The Senior Customer Experience Associate serves as a self-sufficient agent that can handle escalations, effectively work with other departments, and guide customers and TD Solutions Consultants along the customer journey. As a senior Sales Enablement department member this role will have regular involvement in process improvement initiatives and will be critical to Go-To-Market success. This position plays a vital role in enhancing operational efficiency and improving the overall customer experience by optimizing internal processes and supporting cross-functional collaboration within Tobii Dynavox. The Senior Customer Experience Associate focuses on streamlining workflows by developing and maintaining internal resources, tools, and best practices, ensuring that internal processes run smoothly to provide a seamless experience for customers.

As a Senior Customer Experience Associate, you will be responsible for:

• Guide customers and junior level staff to TD resources, ensuring internal and external

• customers have a consistent and positive pre-sale experience

• Respond to inquiries and issues requiring in depth research and follow through

• Identify and implement improvements of internal and customer facing processes that

• enhance the efficiency of order management and operational functions

• Monitor the effectiveness of implemented changes and adjust strategies as needed to ensure

• continuous improvement.

• Provide training, coaching, and support to internal teams to improve their ability to utilize new

• tools, systems, and processes effectively.

• Represent the Customer Experience Team and their customers during Go To Market and

• other Product related meetings and activities

• Submit completed quotes and bids to federally and/or state funded agencies

• Develop and maintain internal resources, tools, and best practices for use by the order

• management and other customer facing teams to ensure consistency and accuracy in

• operations.

• With the Customer Experience Manager, track and provide report outs on customer and

• internal customer trends and needs

• Conduct regular reviews of current processes, systems, and performance metrics to identify

• areas for improvement and propose actionable solutions.

• Review and update departmental forms and internal process documentation

• Collaborate with cross-functional teams to streamline processes, optimize workflows, and

• improve overall system efficiency and customer experience.

• Resolve escalated order management issues, assist with order management quality

• assurance initiatives and monitor backorders

• Foster customer relationships, gather and track feedback and recommend improvements to

• the order management experience with a “customer first” approach

• Perform various other duties as assigned

What you’ll bring:

• Bachelors degree or equivalent related experience

• 3 to 5 years experience in a related position

• Attention to detail with a commitment to achieving results through service excellence and high standards

• Excellent written and verbal communication skills

• Excellent pro