Responsibilities of Accounts Experience Specialists:
- Handle a designated number of accounts for 30 days after cutover.
- Reach out to clients on multiple touchpoints, as per the schedule outlined in this SOP.
- Engage proactively with customers to understand their goals and challenges and offer solutions that align with their needs.
- Onboard new clients and guide them through product setup, Refreshers/ training, and initial usage to ensure successful product adoption..
- Provide support and assistance to clients in utilizing our services effectively.
- Address any queries or issues raised by clients and escalate them as necessary.
- Document all interactions with clients and maintain accurate records on JIRA Board and Other Team Trackers.
- Share relevant information such as product links, support numbers, and important links with clients.
- Attend team meetings to discuss progress and share updates.
- Adhere to the SOPs and meet the targets set by the Management.
- Continuously update knowledge on our products and services.
- Escalate any issues or concerns to the Manager.
- Identify upselling and cross-selling opportunities to expand customer use of the company’s products and services.
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