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Transcend the day-to-day work experience. Work inspired.

Customer Engagement Specialist

Location:

Branchburg - New Jersey - USA, Indianapolis - Indiana - USA, Lowell - Massachusetts - USA

Function:

Professional Services and Consulting

Ref #:

2019000636
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Description

The Customer Engagement Specialist will perform a critical role in helping us retain our SaaS (Software as a Service) customer base by engaging with customers of all sizes to uncover needs and opportunities. The Customer Engagement Specialist will speak with multiple customers every week, leading them through a comprehensive account review. The specialist will be responsible for ensuring that all issues and opportunities uncovered during the account review are addressed by the appropriate groups within the organization. The specialist will also be responsible for communicating major themes and findings in aggregate to the rest of the Workforce Ready organization so we can better understand our customers’ needs.

As a customer engagement specialist, we will expect you to deliver the following:
•A regular cadence of account reviews of targeted customers
•A detailed plan of action for each of these accounts, designed to make them successful with Workforce Ready
•Monthly/quarterly summaries of commonalities across various customer sizes/segments
•Suggestions for how to improve our product and processes, per conversations with our customers
•A set of customers who have higher satisfaction rates, higher renewals, and higher revenue growth because of your work
•Extreme attention to detail and diligence in following up with customers on outstanding items
•Understand data and have an affinity for using both structured and anecdotal data to draw conclusions, form hypotheses, and present these findings to others

Qualifications

Required Skills:
•1-3+ years experience in a customer-facing role, preferably within a technology company
•B.A./B.S. or equivalent professional experience
•Strong troubleshooting skills
•A demonstrated background in learning and mastering new technologies with the ability to understand technical issues described by the customer, troubleshoot low-level product issues on your own, and communicate more complex issues to other team members as needed
•Exceptional organizational, time-management and planning skills with a strong attention to detail needed
•Excellent written, oral communication, listening and telephone skills
•Strong computer skills with a proficiency of Web and Microsoft Office Suite

Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.