Job Details: Customer Experience SpecialistJATO Dynamics is a global company and the leading provider of automotive market intelligence. We deliver the world's most complete, accurate and up-to-date databases of vehicle prices and specifications, and industry news including incentives information, sales and registrations data.We are passionate about our customers and their experiences with JATO. Our Customer Experience and Success teams enable our customers to be successful with JATO solutions and provide the best possible customer experiences to develop and maintain long-term partnerships.The Customer Experience Specialist is responsible for delivering timely comprehensive technical, product and support knowledge when engaging with our customers, with the goal of reaching trusted partner status. The Customer Experience Specialist plays a vital role throughout the customer journey collaborating closely with Customer Success, Customer Relationship teams and wider JATO to deliver a frictionless JATO experience.The Customer Experience Specialist plays a vital role between what our customers need and what we are delivering — helping JATO to not only meet but also exceed their expectations and become trusted partners.Key Responsibilities:Execute customer experience plans including technical, onboarding, product knowledge, and other areas to achieve customer success goals.Drive seamless and frictionless customer experience to create positive brand feedback to build advocacy, loyalty business growth, and long-term partnerships.Provide first line customer response, trouble-shoot and resolve all customer queries following JATO processes, SLAs, and standards.Gather customer insights, improve product confidence, and integrate and optimize JATO solutions into the customer business.Apply customer success processes and customer relationship management skills to engage and onboard customers in pre- and post-sale activities.Acts as day-to-day point of contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting all essential areas.Collaborate with commercial to determine how and where to engage customer, and use consultative approach to resolve customer issues and achieve their goals.Track and follow up with customers on customer satisfaction trends and feedback; analyse trends driving NPS scores to identify areas for improvement.Develop in-depth knowledge of regional and global solutions to provide value-added service, dynamic interactions, and tailored recommendations.Participate in User Acceptance Testing (UAT) as required for product releases.Key Requirements:Customer centric, collaborative and team-oriented approaches.Responsiveness and agility to go above and beyond with customers and take extra steps to achieve customer goals, meet challenges, and add value along the customer's journey with JATO.Excellent customer engagement to build long-term business partnership.Understanding of customer success and customer experience frameworks.Develop and nurture customer relationships through consultative training and support methods.Assist and align with customer requirements to draw meaningful information from data using various data analysis tools to enable better decision making through identifying various insights, facts, and trends for customers.Superb communication, presentation, and facilitation skills.Critical thinking skills with the ability to analyse and provide data insights.Previous experience working in a customer service/support/success role.Ability to troubleshoot and resolve issues in a proactive and systematic manner.Self-motivated, confident, enthusiastic, and thorough in follow through.Excellent organisation skills with ability to prioritise complex issues and tasks.Experience working with SQL, data feeds, data mapping, API's (web, RESTful, JSON) and integration (Postman/other) – (essential).Intermediate to advanced knowledge of Microsoft Excel, Power Point, and Power BI preferred.Certifications and/or training in Cloud/TAFE level qualifications and skill set a plus.Experience using customer service tools, i.e., CRM/JSD, Case Management.Minimum 2 years of customer facing support and consultation experience.Prefer two plus years of automotive, data solutions and/or digital technology industry experience.Fluency in both English and Portuguese is essential.Remote working with occasional travel to JATO offices and/or customer sites.Please note all CVs must be submitted in English in order to be considered for the role. You must have the right to work and live in the country you are applying for.
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