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Customer Success Advocate

Location: Reno
Posted on: January 13, 2022

Job Description:

Ansell is a leading global provider of protection solutions. Our company designs, develops and manufactures a wide range of protection solutions that meet the ever-changing needs and demands of our markets and industries. Protection is our primary concern as millions of people around the world depend on Ansell in their professional and personal lives. Our vision is to create a world where people can enjoy optimal protection against the risk they are exposed to. Whether at work or during their leisure time, people require the right protection for the right application. After all, what better guarantee is there than increased safety, security and productivity than through adequate protection. GENERAL SUMMARY OF POSITION: The role of the Customer Success Advocate is a new role within the Ansell Customer Experience Department, responsible for working as a dedicated resource to our largest and most strategic customers. The role will primarily involve 2 critical elements: firstly, ensuring that the buying experience for the White Glove & Hi Po customer is seamless and secondly, exploring ways that we can leverage data and the full Ansell toolkit to accelerate revenue growth and profitability from the customer. RESPONSIBILITIES & SPECIFIC ACCOUNTABILITIES 1. Establish & maintain relationships with chosen White Glove and/or Hi-Po Customers. 2. Proactively gather and analyze data to identify opportunities for improving the customer buying experience, including but not limited to; * Monitoring customer calls into Contact Centre and identifying call type and complaint trends. * Monitoring Scorecard metrics such as OTIF, Line Level Failures, Level of EDI Integration, Average Lead Time etc and creating improvement plans where opportunities present. * Establishing analytic needs to identify trends in customer behavior and how to best leverage these for improved buying experience. 3. Proactively gather and analyze data to identify opportunities for accelerating revenue generation, such as; * Item order patterns: understand when SKU order patterns significantly increase or decline and actively investigate root cause and potential upside action * Understand opportunity landscape for like partners in similar markets / verticals and collaborate with Channel Sales team to upsell solutions at the WG customer 4. Set up and lead a cross functional account planning team, which should be made up of representatives from relevant departments in the customer orbit such as Accounts Receivable, Customer Service, Inside Sales, Channel Sales, Logistics, Customer Forecasting, Marketing, Digital etc. to ensure that CX Strategy and strategic partner-specific imperatives are well understood across the organization. 5. Direct customer interaction - proactively resolve customer issues across departments 6. Dedicated Customer contact and function to function collaboration 7. Manage the cadence of interaction with customer, including coordination of the QBR process with all stakeholders 8. Maintain up-to-date knowledge of our related technology and be able to clearly articulate business value 9. Deploy relevant parts of our digital toolkit in collaboration with the Marketing & Digital Development teams, to maximize Ansell revenue and data sharing from partner platforms. 10. Draw insight and themes from customer feedback, raising awareness to product teams and others in their ecosystem on feedback that may need action KEY POSITION REQUIREMENTS Education Bachelor's Degree and/or relevant work experience Job Experience 3 years' experience in a Customer Success, Customer Service, Digital Marketing role or similar position Knowledge and Skills * Very strong listening, analytical, organizational and time management skills. * Advanced analytical skills * Project management skills & experience preferred * Excellent verbal, written and interpersonal communication skills. * Team player, ability to work cross-functionally, self-driven, motivated, and able to work under pressure. * Order management and ERP systems, Oracle preferred. * Able to work independently and lead projects of moderate complexity Desirable Job Competencies Analytical mindset Passion for enabling Customer Success Growth Mindset Collaborative nature Leadership skills '73767

Keywords: ANSELL LIMITED, Reno , Customer Success Advocate, Other , Reno, Nevada

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