Enterprise Accounts Liaison

Purpose: 

This role exists to ensure customer success for iClassPro Enterprise customers.  The liaison works to build positive customer relationships to ensure customer retention.

 Duties and Responsibilities:

• Serves as a liaison between the company and its Enterprise customers to ensure customer success.
• Establishes and maintains positive relationships with Enterprise customers.
• Develops and maintains a positive public image for the company through customer-facing communication.
• Identifies and recommends updates or feature requests based on customer feedback to improve customer service and customer retention.
• Assists in the development of service levels offered to Enterprise clients.
• Assists with developing and maintaining incident procedures for Enterprise customers; assists with monitoring of incidents, prepares reports of action(s) taken.
• Ensures that appropriate actions are taken to resolve customer problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Uses knowledge of iClassPro software to answer inquiries or to forward to appropriate staff.
• Ensures customer satisfaction through ongoing communication and relationship management; seeks to resolve Enterprise customer issues.
• Collaborates with other departments to identify and resolve quality concerns.
• Maintains product knowledge.

• Performs other related duties.

Requirements

Requirements and Skills:

• Extensive knowledge of customer service strategies and procedures.

• Excellent verbal and written communication skills.

• Strong analytical and problem-solving skills.

• Extreme professionalism under pressure.
• Extensive knowledge of, or the ability to quickly learn, company’s products and services.

• Proficient with Microsoft Office Suite or related software.

Education and Experience: 

• Bachelor’s degree in Business or related experience required.
• Five years of related experience.

Travel: 

• May include light travel.

Benefits

• Health Insurance (Medical, Dental, Vision, Life)
• PTO
• 401K with company match