Enterprise Accounts Liaison

Purpose:

This role exists to ensure customer success for iClassPro Enterprise customers. This role
works to build positive customer relationships to ensure customer retention, drives
premium and enterprise communication, prospecting potential enterprise and premium
leads, and assists with the sales process.
Duties and Responsibilities:

Requirements

Serves as a liaison between the company and its Enterprise accounts to ensure
customer success.
Establishes and maintains positive relationships with Enterprise customers
including frequent status checks and scheduled meetings.
Maintain an accurate and consistent schedule of customer scheduled meetings
and check-ins.
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 internal relationships with support, product management, marketing, to
ensure quick and accurate communication to customers
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 through timely
communication
Collaborates with other departments to identify and resolve quality concerns.
Market and current customer research to identify new potential enterprise and
premium customers
Work with the Sales and Business Development manager for new Enterprise and
Premium demos, onboarding, and education.
Maintains product knowledge.
Attends national conferences, enterprise customer events, and customer site visits
(as needed)
Performs other related duties.

Benefits

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