Case IQ helps companies protect their employees, culture, and business through world-class software for uncovering, investigating, and preventing fraud, ethics, harassment, discrimination, and security incidents. We’re proud to count a roster of Fortune 500 companies among our customers, which have relied on Case IQ for managing millions of cases over the past 20 years and helping mitigate billions of dollars in financial and brand risk.
We’re looking for a Customer Experience Advocate to join our Sales team. The CX role plays an essential role in managing and expanding ongoing client relationships to maximize retention and maintain exceedingly high levels of client satisfaction.
This is a non-commercial role focused on Case IQ application adoption, use case expansion and overall client retention and satisfaction. The CX will work in step with our clients to ensure they are successful in their implementation, education and adoption of our product and help each client extract the most value out of Case IQ as possible. Seen as the experts in our product and our client use cases, they become the key point of contact with our clients and liaison within our internal departments to ensure an amazing long-term client experience.
What You’ll Do
- Take ownership of the long-term client relationship post onboarding, with the goal of driving long-term retention and client satisfaction.
- Funnel client feedback throughout the organization to the appropriate functions in order stay in front of the market on new application features and to drive continuous process improvement through the company.
- Examples would include working with our product team on new feature requests and working with our account management group to pass along upsell opportunities that you’ve identified.
- Primary focus will be outbound client communication to drive application education and usage, expand user base, deliver best practice examples, etc.
- Secondary focus will be assisting clients by championing effective communication between client and internal technical support teams in support of resolving open tickets.
- Be a recognized expert and thought leader in the practical application of our platform, enabling you to develop a trusted advisor relationship with each client and drive full adoption of Case IQ via ongoing training, quarterly business reviews, etc.
- Educate clients on new features as they are added to the platform.
- Input and maintain the CRM with up-to-date communications, conversations, and correspondence with client to ensure all internal parties are aware of client status.
- Identify client success stories that can be used in our marketing efforts and help drive these to fruition.
- CX role specifically measured on gross client retention, client satisfaction (measured by net promoter score and/or similar tools), and lead generation funneled to our account management team.
Who We’re Looking For
- University, College and/or Post Graduate Certificate related to Business or equivalent working experience.
- Experience in client experience role or equivalent experience increasing client satisfaction, adoption, and retention in a technology environment.
- Impeccable written and verbal communication skills.
- Ability to build strong relationships and multitask.
- Be excited by technology, love to solve problems, be passionate about helping others.
- Strong problem-solving skills, detail-oriented and analytical.
- Experience writing technical and support documentation.
- Comfortable working in an evolving tech company.
Perks and Benefits
- Work remotely within a flexible work environment (our team spans the US and Canada)
- Competitive company-paid benefits plan starting day 1!
- Generous professional development budget
- RRSP/ 401k matching program and company stock options
- Half-day Fridays in the summer + weekly meeting free time blocks
Selected candidates will be contacted through BambooHR (please check your junk mail).
Case IQ is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws. If you have a disability or special need that requires accommodation, please contact us at hr@caseiq.com.
