Harris Computer

Compensation

Full Description

ØCustomer Service and Retention Effectively leverage customer feedback via annual Net Promoter Survey (NPS) results; follow up with all district “Detractors” and develop written mitigation plans/timeframes to address pain points Demonstrate specific understanding of individual district needs to determine solutions that benefit both the customer and our organization Organize and facilitate monthly district achievement meetings to ensure understanding of the needs of the customer’s program; drive high levels of customer satisfaction through consultative recommendations (*note: this is in lieu of the bullet point that cites “Attend regular meetings…) Understand and proactively communicate student outcomes and recommend mitigation strategies to effectively address Review district dashboard data on a weekly basis and ensure corresponding and tailored district outreach Consistently engage with and uncover the ‘Whys?’ behind district feedback Communicate all product enhancements, technological updates, and other pertinent information to districts in a timely, efficient manner Regularly monitor district attrition risks; outline and document proactive solutions to minimize/mitigate flight risks within assigned customer/district portfolio Manage difficult district feedback with high levels of tact/diplomacy Demonstrate clear understanding of all eCourse offerings and technical requirements of the program Demonstrate excellent verbal and written communication skills Demonstrate high levels of energy and urgency in all district facing and inter-departmental interactions; instill, nurture and expand collaborative partnerships within assigned district portfolio Serve as the first and primary point of contact for customers Train and onboard new clients through the prepared implementation process Train existing customers in new features as they are released Train existing customers as they assign new contacts or expand usage Answer all incoming communication from customers and troubleshoot any issues Communicate all product enhancements, technological updates, and other pertinent information timely and professionally Build relationships by providing consistent value and fostering customer loyalty Develop relationships with key stakeholders and maintain a focus on business development from customer onboarding through renewal in joint communication with assigned Sales personnel Maintain a record of Service Level Agreements for all customers to ensure proper program implementation through Hubspot Attend regular meetings to ensure understanding of the needs of the customer’s program and meet collaboratively with internal teams to promote customer satisfaction Collect and evaluate customer data Maintain a record of all eCourse offerings, technical requirements of the program, and all other information Demonstrate product to interested leads Travel to visit clients or attend conference/trade shows as needed to guarantee customer success Speak and present at trade shows and conferences as needed ØCustomer Growth and Expansion Proactively identify customer needs and promote tailored solutions Educate customers on solution value through data-informed relationship building and communication Encourage customers to expand their licensed products and services Participate in customer expansion projects as assigned ØCooperation with Internal Teams Attend regular internal meetings with staff including Instruction, Sales, Product Development, and Marketing to act as the customer representative to ensure that decisions made are customer-focused and data-informed Assist with customer requests to ensure messaging is consistent and timely and meets the customer’s needs Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”! We empower our employees to make a difference We have an award winning culture We offer opportunity to learn We are financially strong and we are owned by the largest software company in Canada (CSI) We have fun! Follow us on social media to learn more about our company values, culture and initiatives! Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at HarrisTalentAcquisition@harriscomputer.com This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.