Marketing Customer Support Lead

  • location: Richardson, TX
  • type: Temp to Perm
  • salary: $25 - $28 per hour
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job description

Marketing Customer Support Lead

The eCommerce Customer Advocate Lead will (1) support the launch of strategic ecommerce and DX programs (2) be a subject matter expert for Client's sales tools to drive adoption, loyalty and deliver continuous value (3) provide prospective customers with live demos or demo via WebEx, phone (4) work closely with prospective customers to identify areas that need improvement and (5) perform User Acceptance Testing (UAT) of new features and functionality when needed.
Support and drive customer understanding of Client's Sales Tools via outbound calling, leading the outbound call team, and/or provide direct customer support via phone, email or Live Chat.
Develop a working knowledge of the eCommerce sales tools and become a trusted customer advisor to drive etools adoption and customer satisfaction
Provide demos via WebEx or phone calls to prospective customers, guiding them through setup and usage
Document requests for new features and enhancements
Validate production issues and escalate technical issues as needed in Service Now or TFS
Continuously improve our customer knowledge base with content updates and basic asset production
Help drive customer testimonials and case studies
Collaborate with eCommerce Manager in the management and execution of project tasks
Maintain a high benchmark for customer response times
May have account responsibility with quota
Limited outbound selling to promote company promotions
Support the overall eCommerce and Digital experience strategy
UAT of new features as needed
Working hours: 8:00 AM - 5:00 PM
Good communication and soft skills along with good interpersonal and team skills are very essential
Must have experience on customer success or equivalent history of increasing customer satisfaction, adoption, and retention
Comfortable working with web based and mobile applications
Prior experience working with Sales personnel is desirable but not essential
Adhering to deadlines, meeting targets at all costs and going that extra mile to fulfill company requirements is a much celebrated trait for this profile
Travel may be required
Special assignments as required
Ability to work in an open environment and produce results while working in a team setting
Experience in bringing people together to achieve a common goal
Strong written communication abilities
Critical thinking a must
Bachelor??s Degree preferred and/or 5+ years of relevant experience in a customer-facing success, support, account management or sales role
Exposure to or management of Live Chat sessions and/or setup
Preferred experience with outbound calling and call scheduling
Strong understanding of Webex and/or other online conference/demo tools
Ability to coordinate the setup of customer feedback sessions
Ability to coordinate other PRO??s advocates in outbound calling, teaching and feedback collection
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
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