Customer Experience (CX) Digital Lead, National Accounts
Roswell, Georgia  


We have a Permanent position for "Customer Experience (CX) Digital Lead, National Accounts" with one of our direct clients in Roswell, Georgia.   No third party candidates considered for this position. US citizens and all those authorized to work in the US are encouraged to apply.

Job Description

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

Required Skills

Skills We Are Seeking:

  • Ability to work independently and as a team in a fast paced and high-volume work environment.
  • Willingness to travel up to 25% per month to visit with National Accounts, our National Accounts sales team and attend events to support the team
  • Understands and embodies radical candor, balancing empathy to promote a positive and caring culture while delivering direct feedback for continuous improvement
  • Must be self-motivated and operate with a sense of urgency to meet tasks deadlines.
  • Ability to communicate effectively with large groups; receive and provide feedback accordingly
  • Embraces change and thrives in change management, helping others see the vision and the need for adaptation
  • Must be detail-oriented, highly organized and able to multi-task
  • Must be customer service oriented and strive to provide the highest level of customer satisfaction
  • Willingness to run trials with subset of customers or subset of users within a National Account, fostering a test-learn-iterate culture to constantly evolve the Client digital experience

Education And Experience:

  • Minimum of 1-3 years in analyst role, e-commerce/digital, sales or sales support role
  • Experience creating powerful presentations and presenting them to leadership/executive teams
  • High proficiency in Microsoft Office apps like Word, Excel, PowerPoint and Outlook

Preferred Skills

  • Preferred: Experience in PowerBI or similar BI/Reporting tools
  • Preferred: Experience working directly in ecommerce or other digital initiatives at a retailer or B2B distributor
  • Preferred: Bachelor's Degree or Advanced Degree (MBA or MS)
  • Preferred: Experience in sales or in a role supporting a sales team
  • Preferred: Digital enthusiast who emerging trends in technology and E-Commerce that better improves the Client customer experience
  • Preferred: Experience or familiarity in leading without formal authority

 

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