iland is looking for a highly-motivated Customer Experience Specialist to identify areas of operational improvement related to customer experience and relay customer needs back to pertinent business departments. The ideal candidate will be process- and detail-oriented with the ability to multitask and must also possess a positive, can-do attitude and a willingness to accept ownership for a diverse range of duties. This is a full-time position located in our Houston, TX headquarters and reporting to the Director of Sales Process and Operations.
Responsibilities
- Analyze and process customer cancellations data to ensure accuracy and timeliness
- Analyze customer relationship details for areas of escalation or concern, i.e. billing disputes, credit requests, service activation date disputes
- Work closely with sales team members to develop knowledge of and relationships with iland customers to improve customer experience when there are issues that cross departments, i.e. credit requests, billing disputes, service activation disputes, etc.
- Work with cross-functional departments, including Accounts Receivable, Service Delivery, Sales, and Operations, to improve the overall customer experience
- Work closely with sales team members to resolve customer disputes, including issues with service, credits, cancellations, and disconnections
- Coordinate investigations and gather data for customer escalations
- Facilitate complex customer contract scenarios and changes
- All other duties as assigned
Requirements
- Bachelor's degree
- 3 years of experience in a customer-first operational role, preferably as part of a Customer Success team
- Experience working with and supporting sales teams
- Knowledge of subscription-based/SaaS business models
- Microsoft Office skills, specifically Excel, Word, and PowerPoint
- Experience with Salesforce.com or other CRM also a plus
- A self-starter who is consistently proactive, uses time efficiently and acts with a high degree of personal accountability and professionalism
- High attention to detail; must be able to identify and correct errors and raise ideas for ensuring accuracy
- Excellent communication skills
- Ability to work in a fast-paced, demanding, and high-growth environment
Benefits
- Competitive Salary
- Bonus Plan
- 401k Plan with Company Match
- Stock Plan
- PPO Healthcare Insurance Plan
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability Insurance
- Long-Term Disability Insurance
- Paid Vacation amp; Holidays
About iland
iland has been in business for over 25 years, and is an industry leader in the areas of Secure Disaster Recovery as a Service (DRaaS), Secure Cloud Backup (BaaS), and Secure Infrastructure as a Service (IaaS). iland differentiates itself and maintains its market leadership by investing heavily in its proprietary Cloud Console, which is an orchestration tool for its cloud services offered in the US, Canada, Europe, Australia, and Singapore. The result of this investment is a rapid development cycle with up to four product releases per year. We provide an exciting, fast-paced environment that has been recognized by these industry leaders and more:
- Gartner Magic Quadrant "DRaaS" Leader: 2016, 2017, 2018, amp; 2019
- The Forrester Wave "DRaaS" Providers: 2014, 2017, amp; 2019
- Veeam Impact Partner of the Year: 2015, 2017, 2018, 2019, amp; 2020
- Veeam Innovation Award: 2018, 2019, amp; 2020
- Zerto Cloud Partner of the Year: 2016, 2017, 2019, amp; 2020
- CRN Partner Program Guide Winner: 2018, 2019, amp; 2020
- Best of VMworld 2018 Gold Award: 2018
- Houston Business Journal #1 Best Place to Work: 2012 amp; 2013
- Nine Lives Media Inc. Talkin’ Cloud 100: 2011, 2012, 2013, amp; 2016
- Houston Business Journal Houston Fast 100: 2012 amp; 2013