Enghouse Interactive is seeking a highly motivated and customer-focused professional to join our team as a CX and Renewals Specialist . In this role, you will be instrumental in providing exceptional support to our B2B clients, assisting with product renewals, and fostering long-term relationships. You will work closely with our sales, support, and customer success teams to ensure a world-class customer experience.
Responsibilities:
- Build and maintain strong relationships with Enghouse Systems customers, ensuring their satisfaction and addressing any concerns or issues promptly.
- This individual will support order management operations to ensure orders are sent in a timely manner to meet the on-time and fill rate requirements of the customers & follow up as necessary with customers or internal departments to ensure orders are shipped on time and complete
- They will also analyze & improve order efficiency- minimize order touches due to pricing issues, incorrect part ordering, etc
- This individual is also responsible for communicating to internal & external organization on the backorders for the customer orders including the root cause of the backorder & when inventory will become available
- Serve as a point of contact for customer inquiries, providing timely and accurate information, resolving issues, and ensuring a positive customer experience.
- Identify satisfied customers who can serve as advocates for Enghouse Systems, including case studies, testimonials, and referrals.
- Maintain detailed records of customer interactions, renewals, and support requests in the companys ISM and Salesforce system.
- Collaborate with the sales, marketing, and product teams to ensure a cohesive and consistent customer experience.
Requirements:
- Bachelors degree in business, marketing, or a related field.
- Proven experience in customer service, account management, or renewals management is a must
- Exceptional interpersonal and communication skills.
- Strong problem-solving abilities and attention to detail.
- Good proficiency in Excel required
- Ability to work effectively in a cross-functional team environment.
- Familiarity with Salesforce software and customer support tools is a plus.
- Knowledge of the software industry and customer engagement solutions is a bonus
- Legally eligible to work in the country without sponsorship
Our Offerings:
- Remote work model
- A role with exciting opportunities for growth and development
- Be part of a thriving, international company
- Enjoy a comprehensive benefits package
