Customer Advocate II

Varolii Corporation provides the most comprehensive array of enterprise notification solutions from a single, proven source. Corporations and government entities use the high-availability, high-capacity technology to proactively and personally interact with customers, employees and other constituents via any wired or wireless device. The company’s hosted, automated services meet the needs of the entire enterprise, helping them communicate information across the customer lifecycle, from collections to customer service and marketing, as well as through unplanned events and emergencies that threaten the continuity of business operations. Customers include US Airways, Medco, Bear Stearns, Nextel Partners and Symantec. For more information, visit www.varolii.com

Job Summary: 

Customer Advocates (CA) will be responsible for maintaining relationships with Varolii Customers with applications that are already in production.  They will ultimately be responsible for overall Customer Satisfaction for PAR3.

 

The CA will be introduced to the customer when production preview meetings and go-live meetings begin.  They will be introduced to the Customer by the SE/PM at the Go Live and will work hand-in-hand with the SE/PM for the 30-day tuning phase.  By the time the tuning calls are complete, the CA will be primary and the SE will be a back up resource.  The Customer Advocate will continue and nurture the strong customer relationship built by the primary Sales Engineer. 

 

Customer Advocates will be responsible for keeping customer applications as up to date as possible.  They will on a regular basis monitor and review existing applications for adherence to best practices.  In addition, they will rate the application against other applications in similar industries/business environments.  These assessments will be provided to the customer on a regular basis depending on the level of service the customer has purchased.

This role will be responsible for providing the value in the level 1 and 2 Support Package offerings --- they will provide varied levels of proactive monitoring/scoring.

Primary Responsibilities: 

· Act as the Primary Owner of each Varolii Installed customer application assigned to them.

· Interact closely with Varolii Sales Engineers to keep them abreast of new best practices, application opportunities.

· Assist other CAs and Customer Management resources in developing application best practices.

· Use Varolii best practices to design/update high performing applications.

· Serve as primary point of contact for Sales Engineers, Customers, and Services personnel.

· Conduct Report reviews, annual updates, etc with Customer.

· Time management prioritized against the sales pipeline and revenue goals.

· Achieve and maintain expertise in contact center operations (Inbound and outbound), CRM industry trends and e-commerce trends.

· Achieve and maintain a technical knowledge of all Varolii products.

· Must be able to work remotely at times, and maintain good communication with other remote and corporate staff members.

· Interact comfortably with mid-level and senior management both internal to PAR3 and within the customer.

 

Secondary Functions:

 

· Provide Feedback to Marketing about application performance, product reception and desired features.

 

Requirements (Knowledge, Skills and Abilities): 

 

· Demonstrated ability to explain and document application requirements.

· Attention to detail; excellent organizational skills; superior time management skills; and ability to work with minimal supervision are essential

· Superior oral/written (grammar, spelling, professional) communication skills required; must work well with cross-functional teams; comfortable as team lead or member. 

· Administrative: experience generating customer documentation; data collection and analysis; presentation of results.

· Independent, self-motivated, and driven toward success.

· Work comfortably in an ongoing, fast-paced entrepreneurial environment.

Education / Experience:

· Proven experience in maintaining/growing customer relationships with vendor.

· Demonstrated ability to be primary vendor point of contact for Fortune 500 customers.

· Demonstrated track record of excellent relationship building/maintenance skills

· Ability to break down/understand deep application details.

· Team building experience/skills.

· Professional customer demeanor (face to face and remote).

· Ability to communicate difficult technical points to an audience of both technical and non-technical contacts.

· Ability to work with a customer to understand updated project needs, and then make updates to a Functional Specification or Work Order to reflect those needs.

· Ability to apply best practices to modify/update quality applications.

· Ability to make wise decisions quickly and efficiently in a deadline-oriented environment.

· Contact center operational knowledge.

 

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT: 

 

Duties are a combination of work at a desk and traveling to visit customer sites.  Duties may require work outside of normal working hours.  Varolii employees are expected to be well groomed and dressed appropriately during working hours. 

 

TRAVEL REQUIREMENTS: 

 

Varolii Customer Advocates may be required to travel as part of the position.  Travel requirements vary based on the stage of a customer project; current travel estimates are less than 1% of Customer Advocate’s time.  A Varolii CA must be able to travel as the project requires.