Customer Experience Senior Account Manager

7 days ago


Raleigh, North Carolina, United States Datawatch Systems Full time
Customer Experience Senior Account Manager Job Description

As a key member of our team at Datawatch Systems, you will play a pivotal role in ensuring our customers receive the best possible experience. In this role, you will be responsible for meeting established metrics for customer satisfaction, ensuring the highest level of customer satisfaction.

Key Responsibilities:

  • Engage deeply with customers and Datawatch subject matter experts to understand their needs and drive customer satisfaction.
  • Deliver exceptional customer solutions and experiences, championing cross-selling efforts and collaborating with teammates.
  • Be the voice-of-the-customer and provide guidance to customers while resolving challenges, identifying and steering upsell opportunities.
  • Take personal ownership of customer outcomes, serving as the gatekeeper for your accounts.
  • Train team members on systems and processes when requested.
  • Provide the best customer experience and align with business goals and objectives.
  • Suggest continuous improvement efforts and enhance customer experiences, ensuring adherence to processes and strategies.
  • Follow guidelines of workflows and work towards time-saving strategies.
  • Engage as a cohesive, collaborative team member across the group.
  • Act as a Project Manager, ensuring accountability and timely execution to all customer inquiries.
  • Ability to work outside of standard business hours in support of customer inquiries/business needs.
  • May be required to travel for extended periods of time.

Requirements:

  • 2+ years of experience in a Customer Service/Experience/Success teams, with a proven track record of highest customer satisfaction.
  • 2+ years of hands-on experience in customer-facing technical role.
  • Genuinely compassionate about the experiences you create, with an authentic customer service mindset.
  • Strong communication and presentation skills.
  • Ability to thrive in dynamic, fast-paced environments and navigate change, ensuring a strategic focus on customer success and consistently exceeding business objectives.
  • Organized and detail-driven.
  • Proven track record of collaboration within cross-functional teams.
  • Prior customer service/account management experience.
  • Strong presentation and customer skills, with a clear ability to establish credibility.
  • Excellent writing and speaking skills.
  • Strong skills with Microsoft Suite tools.
  • Experience in Commercial real estate is a plus.

About Datawatch Systems:

Datawatch Systems is a leading provider of innovative solutions for customer experience and success. We are committed to delivering exceptional customer experiences and exceeding business objectives.



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