Customer Experience Consultant

Are you passionate about customer experience, relationship building, automating business processes and financial systems?
Bring your passion for customer service, relationship building, end user experience, accounting principles and financial systems to this role as a Customer Experience Consultant.

Customer Experience:  Consultant

The CX Consultant plays a key role in working with Esker’s customers and their end users post Go-Live as part of Esker’s Customer Experience Program.  This role is focussed on the delivery of Esker ANZ’s customer experience program (1st Year@Esker) for Esker cloud solutions and building a strong relationship with our customers.  Through a variety of customer experience activities which includes regular connect sessions, embedding the solution post Go-Live and optimising the solution for the customer’s business; your focus will be to become a trusted partner.  You will get the opportunity to grow and learn about the leading SaaS solutions for business process automation.  Working with supporting Eskers’ end users during their journey of adopting the solution for their business is both challenging and exciting, requiring the best, and brightest in the industry.

Who We Are

Established in 1985, Esker has grown into a leading provider of AI-driven process automation software solutions with over 1000 employees and 6,000 customers worldwide. Companies such as Sony, Trek, Heineken, Nestle, and many more use our cloud-based solutions to run more efficient and cost-effective business processes, improve customer and supplier relationships, increase employee productivity and morale, and enhance global visibility, scalability, and compliance. Esker operates in 14 countries with global headquarters in Lyon, France.

Esker Australia was set up in Sydney in 1997. Over 2000 companies in AUS and NZ run Esker solutions. Based at our Sydney or Melbourne office, you will play a key role in the Customer Experience team, reporting to the Customer Experience Manager.

Key Tasks/Responsibilities:

Customer Experience Engagements

• Provide on-boarding support that puts the customer on the path to optimise and embed the solution for their end users and business; become a trusted partner for the customer by establishing a value-add relationship with Esker.
• Establish a strong relationship with customers during the first year following solution implementation; learn and understand customer needs and meet commitments according to the 1st Year@Esker Program.
• Provide a customer experience that supports optimal use of Esker solutions and satisfaction with Esker services.
• Assist customers with increased process efficiency by understanding how Esker solutions are used for their business; and suggest how best to use solution.
• Work with solution support and professional services teams to address customer queries and enhancement requirements.
• Maintain customer interaction and support a positive customer experience through engagements and collate feedback and if required forward to relevant internal teams.

End User Coaching: 

• Support and coach End Users, enabling the optimal use of the functionality of the cloud solutions
• Sessions could be face-to-face or virtual
• Support end user engagement by contributing and engaging with our customers on the “Esker All Access” customer hub

• Maintain knowledge of current Esker solutions to suggest how customers can use new features, functionality, and improvements.
• Additional responsibilities may be defined as the ‘Customer Experience’ programs develop and evolve
• ·Use effective time management to plan and deliver customer engagements according to the Customer Experience Program to ensure satisfactory and on time completion
• Engage, collaborate, and exchange with other global Customer Experience teams and keep abreast of customer experience trends, developments, and best practises.
• Exercise excellence in Customer Service while communicating and liaising with customers

Essential Experience:

2+ years’ demonstrated experience

• with customer facing activities, and building strong relationships with end users
• working with accounting solutions, specifically Accounts Payable solutions.
• in supporting and coaching end users on the functional use of solutions (on-site and remote)
• with coaching and mentoring end users, enabling the optimal use of functionality and features of solutions
• in customer service, customer training or account management
• managing of multiple customer relationships simultaneously
• working in a professional team setting

Educational Requirements:

• Bachelor's degree or equivalent certification in a related area and experience in the field or in a related area

Competencies:

• Demonstrated experience with building customer relationships through engagement and stakeholder management
• Thorough understanding and knowledge of Accounting and Finance business processes, specifically Accounts Payable
• An understanding of business processes and procedures, including workflow approvals in the Procure-to-Pay environment
• Ability to work as part of a team or independently to meet customer expectations
• Excellent communication and organisational skills
• Fluent in English language both written and verbal
• Passion to adapt and learn new programs and systems
• Resourcefulness and problem-solving skills
• Exceptional customer experience commitment
• Be willing and able to travel for short trips (domestic and / or international) to meet business needs

Required Technical Knowledge:

• Software Packages: Advanced Microsoft Office skills including Outlook, Word, Excel, PowerPoint, and MS Teams.  Financial and Accounting software (eg. SAP, Microsoft Dynamics ERP, Netsuite, Xero, MYOB, etc)

Additional Nice to Have:

• Using Salesforce or another CRM platform

Employee Benefits

You’ll fit in well with Esker if you’re looking for a company that understands the needs of its employees and provide a good work and life integration including hybrid work. On top of a competitive salary, we also provide flexibility of working hours, ability to work from home and a friendly work environment at our Sydney Office.

When you travel interstate or internationally, and when airfares are similar, Esker lets its employees fly with their preferred airline, so they earn reward points and loyalty bonuses.

To help you stay fit and healthy, Esker also subsidises a gym membership for its employees.

Come as You Are

Esker is an equal opportunity employer that celebrates diversity and is committed to maintaining an inclusive and mutually respectful work environment. We do not discriminate against any qualified applicants based on race, colour, national origin, religion, age, sex, sexual orientation, gender identity or expression, pregnancy, disability, medical history, and any other characteristic protected by applicable laws.

You will need to have a valid unrestricted working visa (PR / Citizenship preferred).

Please send your resume and motivation letter to dalene.simpson@esker.com with the ‘Customer Experience Consultant' as reference or;

SEEK Link to apply: https://www.seek.com.au/job/67191953