Customer Experience Consultant

Why US:

• Headquarters is in Charlotte, NC
• Recently expanded to nearshore
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

Job Description

The Customer Experience Consultant reports to the Customer Service Manager and primary function is to maintain customer retention for their assigned accounts. They will develop relationships and pro-actively solve problems with their assigned account, working to reduce turnover and focus on the providing a superior customer experience for each of Infinisource's clients

Core Job Duties

• Deliver an incredible experience to all of our customers
• Welcome customers to iSolved and introduce them to onboarding process
• Work with customers to create tailored 90-day plans to ensure customer success and achievement of customers' desired outcome
• Conduct Qtrly EBR's with high volume customers and make recommendations to provide continued success with iSolved
• Maintain minimum 98% revenue retention for assigned customer base
• Develop relationships with C-Level, to daily users of the Infinisource brand of software's with assigned customer base
• Schedule 30 minute meetings with clients to review system tips and tricks that could help them be more successful
• Meet as a CEC team and determine what other reports/information we can extract from system to help make our clients more successful
• Engage with CSR on repeat issues and maintain relationship with CSR
  • Reach out to assigned customer base via phone on a bi-weekly basis to ensure there are no arising issues
  • Extract metric data from iSolved and/or Net Suite to supply to Director of iSolved Support on a weekly basis
  • Provide on a weekly basis worksheet with EBR's completed dates of resolutions and annual with a project resolution date
  • Meet with Manager, CSR's and escalated customers
  • Maintain a sense of urgency and follow through to resolutions.

Minimum Qualifications

• BA/BS preferred
• CPP preferred
• Industry Experience
• Strong Customer Service focus
• A passion for customer service
• Exceptional client interaction and verbal/written communication skills
• Organized and methodical with excellent follow-through to ensure client expectations and deadlines are met
• Strong problem-solving
• Ability to work with Microsoft office (Word,Excel,PowerPoint)
• Ability to work with CRM (NetSuite, SalesForce, etc.)

About isolved

isolved is an employee experience leader, providing intuitive, people-first Human Capital Management technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.

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