Customer Engagement Executive
⬅ Return to CareersSeeking a highly motivated and customer-focusedCustomer Engagement Executive to join our dynamic team at ASI, a leading provider of banking software solutions. As a key member of the Customer Success team, you will be responsible for maintaining strong, proactive relationships with our customers, ensuring they achieve the maximum value from our products and services. The role involves regular interaction with customers to discuss open or recently closed support requests, enhancement requests, adoption of new products, and gathering of Net Promoter Scores (NPS).
Specific Responsibilities:
CustomerCommunication & Engagement:
Maintain periodic and consistent contact with customers through various communication channels (calls, emails, in-person and virtual meetings) to monitor and address ongoing and recently closed support requests, ensuring customer satisfaction and swift issue resolution. Track and discuss open enhancement requests with customers, providing regular updates and ensuring alignment with customer needs and product roadmap.
Product Adoption & Upsell Opportunities:
Proactively identify opportunities for customers to adopt new products or features within the banking software suite. Collaborate with customers to demonstrate the value of new functionalities, encouraging them to expand their use of the platform. Work with the Sales and Account Management teams to identify upselling opportunities and provide feedback on customer preferences.
Net Promoter Score (NPS) Submission & Analysis:
Periodically collect NPS scores from customers, analyze feedback, and work with the team to address any concerns or areas for improvement. Use insights from NPS data to drive engagement strategies and improve the overall customer experience.
On-Site Visits & Relationship Building:
Conduct periodic on-site visits with customers to strengthen relationships, understand customer challenges, and gather direct feedback. These visits may involve training sessions, product demonstrations, and strategic discussions about product roadmaps.
Customer Advocacy & Support:
Be the voice of the customer within the company, advocating for their needs, identifying trends in requests, and working closely with Product and Support teams to drive customer-centric improvements. Provide customers with clear guidance on best practices, ensuring they are fully leveraging the software to meet their business objectives.
Event Coordinating and Recruiting:
Assist with planning and coordinating customer events, peer group meetings and user conferences. Encourage and recruit customers to participate in these events and maximize attendance.
Reporting & Documentation:
Maintain accurate records of customer interactions, feedback, and engagement activities in CRM systems. Provide regular reports to management regarding customer sentiment, potential risks, and opportunities for growth.
Key Expectations
Consistentlyengage with customers to maintain positive relationships and ensuresatisfaction with our products and services.
Proactively address customer needs and concerns, working closely with cross-functional teams to provide timely and effective solutions.
Ensure customers are aware of the latest product updates, enhancements, and new features to drive adoption and maximize value.
Cultivate long-term partnerships with customers, positioning ASI. as a trusted advisor in their banking software journey.
Participate in regular on-site visits to strengthen customer relationships and understand their evolving .needs
Qualifications & Experience:
Experience:
3+ years in customer engagement, account management, or a similar customer-facing role in the software or technology industry, preferably within the banking or financial services sector.
Skills & Knowledge:
Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
Solid understanding of banking software products and services, and the ability to demonstrate their value to customers.
Familiarity with customer success metrics and methodologies, including NPS.
Ability to analyze customer feedback, identify trends, and translate those insights into actionable strategies.
Strong problem-solving and organizational skills with a focus on customer satisfaction.
Education
Associate or bachelor's degree preferred but not required.
Hours
Monday through Friday 8:00AM – 5:00PM
Travels
Willingness to travel for periodic on-site visits with customers, approximately one week per month.
Pay
$60-65k
