Doxim Inc.
Client Representative Analyst
In this Individual Contributor role, you will oversee every aspect of the client experience, from working with the initial project team that creates and implements a new account, to the day‑to‑day communication and interaction critical to the monitoring and oversight of a client’s services, as well as the accurate and timely processing of monthly invoices if applicable. We enable our clients to profitably exceed customer expectations by taking on the complexity of their business and transforming it into a seamlessly orchestrated customer experience. From printing and mailing various forms of communications, billing, online payments, or customer care, your customers become ours.
This role will include supporting customers directly as well as engaging technical resources to assist with technical/complex issues. The role requires a positive attitude, superlative communication skills, excellent command of the English language and the ability to work efficiently, effectively, and independently in a fast paced and potentially stressful environment.
Additional Responsibilities Include Our Client Services Analyst will be responsible for partnering with clients ensuring business objectives are met with the goal of increasing revenue & profit, retaining the client’s current business, and introducing new products and services.
Client Management
Manage overall client relationship; Build strong rapport with client and client’s team
Introduce initiatives and solutions that grow the client’s revenue and profit
Provide governance for contract adherence
Set expectations and deliver results accordingly
Instill strong business ethics and sense of urgency in a matrixed business environment
Work collaboratively across all departments
Partner with our Project Management Team on implementation of projects through closure and ensure client receives appropriate communication once completed.
Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction
Strategic Responsibilities
Work closely with clients and peers to understand and anticipate their needs
Think through and solve complex problems; proactively provide mitigation for future problems
Understand and interpret market research, analysis, white papers and data to provide insights to clients to effect positive business changes
Stay informed of current industry best practices; working with clients and internal cross‑functional teams to apply best practices where appropriate
Tactical Responsibilities
Interpret and understand KPI’s, contracts, and SLA’s
Demonstrate innovative thinking and strong problem‑solving skills
Serve as client advocate within the company as well as company advocate to client
Must be able to fully set up customer information in the appropriate sites
Must be able to learn several CRM Tools that assist with customer requests
Requirements
Minimum of 2 years’ experience using a case management system (Salesforce is preferred)
Previous experience delivering customer service across a diverse portfolio of software products in a SaaS environment
Strong demonstrated oversight for handling complex client issues
3PL is highly preferred working with premium brands
Background with Continuous Improvement and Project Management is recommended
Demonstrated computer proficiency and working knowledge of Word, Excel, PowerPoint, and Outlook
Generate quotes Submit print/insert tests as needed
Regularly attempt to connect with clients and strengthen relationships
DIBS changes
Strong written communication skills
Comfortable and effective verbal communication
Critical thinking/problem solving abilities
Desire to take care of the client, even if it requires extra work
Drive to improve and succeed
Enjoys making personal connections with the clients
Provides feedback and ideas for process and/or workflow improvement
Aware of when to elevate an issue
Highly organized
Attention to detail
Consistently accurate output
Dependable
Ability to multitask successfully
Team player
Ability to prioritize based upon workload
Respects and utilizes the processes in place
Thorough documentation and execution of tasks
Successful time management
Physical Demands (Hybrid) While performing the essential duties of this job, the employee is regularly required to sit for prolonged periods of time, walk, stand, stoop, kneel, look intently on a computer screen, use hands/fingers, to type and use mouse; reach with hands and arms; and talk and hear. The employee may also be required to do moderate lifting no more than 20 lbs. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Regular and predictable in office attendance of up to 3 days per week is required (unless discussed with management). Some additional travel may be required. Reasonable accommodations may be made to allow individuals with disabilities to perform the essential functions.
Hybrid Location Hybrid role based in Indianapolis, IN. You will be expected to work in the office 3 times a week.
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This role will include supporting customers directly as well as engaging technical resources to assist with technical/complex issues. The role requires a positive attitude, superlative communication skills, excellent command of the English language and the ability to work efficiently, effectively, and independently in a fast paced and potentially stressful environment.
Additional Responsibilities Include Our Client Services Analyst will be responsible for partnering with clients ensuring business objectives are met with the goal of increasing revenue & profit, retaining the client’s current business, and introducing new products and services.
Client Management
Manage overall client relationship; Build strong rapport with client and client’s team
Introduce initiatives and solutions that grow the client’s revenue and profit
Provide governance for contract adherence
Set expectations and deliver results accordingly
Instill strong business ethics and sense of urgency in a matrixed business environment
Work collaboratively across all departments
Partner with our Project Management Team on implementation of projects through closure and ensure client receives appropriate communication once completed.
Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction
Strategic Responsibilities
Work closely with clients and peers to understand and anticipate their needs
Think through and solve complex problems; proactively provide mitigation for future problems
Understand and interpret market research, analysis, white papers and data to provide insights to clients to effect positive business changes
Stay informed of current industry best practices; working with clients and internal cross‑functional teams to apply best practices where appropriate
Tactical Responsibilities
Interpret and understand KPI’s, contracts, and SLA’s
Demonstrate innovative thinking and strong problem‑solving skills
Serve as client advocate within the company as well as company advocate to client
Must be able to fully set up customer information in the appropriate sites
Must be able to learn several CRM Tools that assist with customer requests
Requirements
Minimum of 2 years’ experience using a case management system (Salesforce is preferred)
Previous experience delivering customer service across a diverse portfolio of software products in a SaaS environment
Strong demonstrated oversight for handling complex client issues
3PL is highly preferred working with premium brands
Background with Continuous Improvement and Project Management is recommended
Demonstrated computer proficiency and working knowledge of Word, Excel, PowerPoint, and Outlook
Generate quotes Submit print/insert tests as needed
Regularly attempt to connect with clients and strengthen relationships
DIBS changes
Strong written communication skills
Comfortable and effective verbal communication
Critical thinking/problem solving abilities
Desire to take care of the client, even if it requires extra work
Drive to improve and succeed
Enjoys making personal connections with the clients
Provides feedback and ideas for process and/or workflow improvement
Aware of when to elevate an issue
Highly organized
Attention to detail
Consistently accurate output
Dependable
Ability to multitask successfully
Team player
Ability to prioritize based upon workload
Respects and utilizes the processes in place
Thorough documentation and execution of tasks
Successful time management
Physical Demands (Hybrid) While performing the essential duties of this job, the employee is regularly required to sit for prolonged periods of time, walk, stand, stoop, kneel, look intently on a computer screen, use hands/fingers, to type and use mouse; reach with hands and arms; and talk and hear. The employee may also be required to do moderate lifting no more than 20 lbs. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Regular and predictable in office attendance of up to 3 days per week is required (unless discussed with management). Some additional travel may be required. Reasonable accommodations may be made to allow individuals with disabilities to perform the essential functions.
Hybrid Location Hybrid role based in Indianapolis, IN. You will be expected to work in the office 3 times a week.
#J-18808-Ljbffr