The Client Experience Leader is responsible for maintaining a positive experience for the customer post-sales. This involves regular communication, providing product and technical support to our operator partners, helping customers to define goals for Motorleaf’s solution and then helping the customer achieve those goals. The CEL should also be monitoring the customer’s usage of the solution and delivering training or documentation to help increase usage of the solution.
Here is an overview of what we expect our CEL to do:
You need to make sure our clients (end customers and partners) are always delighted by our pro-active follow-up, communication and product knowledge. So to achieve this, you are responsible for adapting our current Client Excellence Plan to keep our promise that they'll 'sleep well, grow well'. You'll draw resources from two internal departments, Product and Marketing. You'll deliver your communication digitally, but you must also plan to have Motorleaf call/meet with clients via phone/face to face. This plan is, of course, designed to be adaptable, but you own it top to bottom.
A REGULAR DAY:
You have communicated any concerns over how clients are using our products to the relevant personnel, and if need be - are making sure you personally follow up with any solution or feedback to ensure clients are delighted with their Motorleaf solution.
You have met with internal marketing staff, and have communicated ways we can leverage new customer needs you've helped identify, which you've checked are in line with the Product departments road map.
If they are not in line with our road map, you've been proactive and created a short presentation on areas we may wish to evaluate, that add new value to the customer/partner and Motorleaf.
Ally our CEO has passed by your desk, and asked you about XYZ customer. You know the contact on a first name basis, and can remember your last conversation with them. You know enough about our top-tier clients to be able to refer to them easily.
You've worked your magic for a couple of hours straight, you need a break - so you are taking Floyd (our office dog) for a quick walk outside to clear your mind and stretch all six of your legs. While you walk, you're thinking about that nice customer who sent you some flowers for helping them last week - and know you're truly valued inside the company and out.
- Excellent communicator and multi-tasker;
- Organizational skills - You know exactly what to prioritize and when;
- The sense of professionalism and humor in equal amounts;
- Eager to help others;
- Enthusiastic about plants and agriculture;
- Knowledgeable about greenhouse operations and / or commercial agriculture (nice-to-have);
- Bilingual (English / French).
- 2+ years of previous experience in account management, customer service, technical support or client relations is plus;
- Experience with CRMs;
- Experience with issue tracking systems (Zendesk, JIRA, etc.);
- Experience with deployment of hardware and wifi networks (nice-to-have);