Customer Experience Account Manager

Equipment Data Associates (EDA), the premier provider of business intelligence solutions to the capital equipment marketplace, has an opening for a Customer Experience Account Manager in its Charlotte, NC office. The Account Manager will report directly to the Director of Customer Experience.

EDA’s growing community of subscription customers consists of Fortune 100 companies, mediumsize companies and small dealerships in the agriculture, construction, copiers, finance, lift trucks, logging, machine tools, printing, trucking, and woodworking industries. Currently, EDA is in the process of launching new products in the trucking industry that have generated demand for additional account manager(s).

The Account Manager is a knowledge-based role on the Customer Experience team responsible for developing and executing customer-centric strategies resulting in the highest possible retention of EDA subscription customers. Account Managers serve as a primary interface between EDA and the customer accounts assigned to him/her, ensuring their successful, long-term use of EDA tools by:

• Accurately and promptly responding to inquiries and requests
• Identifying, developing and implementing processes to improve the customer experience
• Conducting targeted, consultative training
• Communicating effectively and regularly with key customer contacts
• Maintaining documentation of up-to-date customer contacts, service orders and touch points in a contact management database
• Adhering to established customer interaction schedules
• Contributing to the development of instructional materials that promote customer use of, and satisfaction with, EDA technology tools and resources.

Requirements and skills:

• Self-starter with excellent interpersonal skills that inspire trust and confidence
• Customer service passion - striving to “WOW” clients with every interaction
• Experienced providing technical training or support to non-technical audiences
• Excellent oral and written communication skills
• Capacity to prioritize requests, then organize, schedule, and coordinate activities and projects
• Motivated team player willing and eager to help in any area to drive the business
• Voice of the Customer (VOC) approach: ability to listen and effectively interpret needs prior to presenting solutions
• Aptitude and desire to become a subject-matter expert on EDA tools and customer businesses/industries
• Attention to detail combined with the agility to respond to changing priorities
  Willingness to seek and receive feedback for continuous improvement
• Comfortable spending up to 75% of time on phone or delivering on-line training

Experience and Education

The ideal candidate will have a proven track record as a results oriented, assertive, team player with three years of customer service, training or related professional experience. In addition, the ideal candidate will have a Bachelors degree and/or equivalent work experience, and be proficient with MS Office (Excel, Word, PowerPoint), web conferencing tools and contact management software.

To apply, contact:

Tim Maguire
704.814.1428
tmaguire@edadata.com

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