Customer Experience (CX) Digital Lead, National Accounts

Job Description

We have a direct-hire position for a Customer Experience (CX) Digital Lead, National Accounts with one of our clients in Roswell, GA

Position Overview:

The Customer Experience (CX) team is responsible for partnering with our sales team and branch associates to help promote digital solutions to help our customers grow and streamline their business. The Customer Experience (CX) Lead, National Accounts will support our National Accounts team in providing "white glove" service to these customers, helping onboard them to Client.com, identifying existing functionality on the website, mobile app and other digital tools to help while providing feedback to the digital team on additional enhancements that can help cater to our larger customer base.

• Help set goals and set strategies with National Accounts sales team, working individually with each seller to understand and build comprehensive plans to support each account
• Partner and coach CX specialists distributed in various areas across the country to support National Accounts at a local level, including but not limited to local area onboarding, training at branches to support each account's specific needs
• Build relationships with sales and area leadership, soliciting their feedback and working together to prioritize ongoing enhancements to the program to further drive digital nationally
• Will partner with analysts and cross-functional team members supporting National Accounts, identifying gaps and determining ownership across the team to fill those gaps, ensuring each customer is receiving world-class service while ensuring Client goals and objectives are achieved
• Create and share out periodic reporting (weekly/monthly) for customers, hold monthly/quarterly business reviews
• Provides and helps prioritize feedback to the E-Commerce development team on future site or process enhancements
• Helps create and oversees communications to the National Accounts team including site/app release notes, new promotions and functionality and more
• Execute on plans to overcome the adversity that comes with driving change management in a digital transformation