This position is hybrid. Candidate must be able to come to the Middleton, WI office a minimum of 4 days per week for at least the first year of employment


Job Overview

The Principal Customer Experience Advocate at Esker is responsible for taking care of Esker customers after solution implementation. Incumbents manage accounts and relationships with 20+ large, global customers, maintaining deep knowledge of how customers use Esker products and suggesting how customers can improve efficiency. Principal Customer Experience Advocate support all Esker platforms and tackle the most technically complex accounts.

Key Tasks/Duties:

• Learn how assigned accounts use Esker solutions; maintain advanced product knowledge across all Esker solutions; use product knowledge and customer familiarity to creatively help customers maximize process efficiency. Provide a customer experience that maximizes customer utilization of Esker solutions and satisfaction with Esker services while strengthening customer relationships.

• Meet commitments according to the appropriate Customer Experience Engagement Program; maintain customer interaction and task assignment documentation, while setting an example of efficiency and professionalism for team.

• Work with internal support and Professional Services teams to address customer needs; troubleshoot issues that arise in the course of configuring solutions. Help team members with the most technically complex cases while using previous experience and organizational knowledge
• Reach out and collect feedback from assigned accounts; anticipate customer needs and take steps to proactively meet requests; share feedback with relevant teams to improve the customer experience and influence future product releases.
• Perform complex configuration changes; create and execute test cases
• Measure customer analytics of complex installations; prepare quarterly reports and lead business reviews with book of business.

• Discuss, coordinate and lead skill building and development initiatives to educate team members, Customer Expereince subsidiaries and/or Partners.
• Lead definition and implementation of projects and change initiatives; set an example of flexibility and change adoption. Communicate progress on projects and changes that affect the work of other team members.
  
  

Education Requirements:

• Bachelor's degree or equivalent experience in lieu of degree

Essential Experience:

• 5+ years in customer service, customer training, or account management
• 2+ years as a people leader or lead on an Accounts Receivable department/team.
• Experience performing or overseeing collections, cash application, customer credit decisions, and customer claims or deductions.
• Demonstrated ability to manage multiple advanced, complex global customer accounts
• Experience with tracking Accounts Receivable KPI’s and reporting them upward in the organization

• Experience leading a financial business transformation to automate Account Receivable functions.

• Significant experience using Salesforce or another ERP platform
• Strong Microsoft Office product experience
• Advanced technical aptitude to perform configurations
• Superior professional communication
• Superior time management skills
• Resourcefulness and problem solving
• Work in a professional team setting
• Ability to travel up to 5% of working hours

Salary Range: $98,800 - $117,000+ Incentive

Employee Benefits

• Student loan repayment assistance
• Flexible work schedule, summer hours, and work from home options
• Profit sharing options
• Paid time off for community outreach and volunteer opportunities
• Yearly stipend for employee wellness, hobbies, or educational activities
• Dog-friendly work environment
• Competitive salary and benefits package

Who We Are

Established in 1985, Esker has grown into a leading provider of AI-driven process automation software with over 1,000 employees and 1,700 customers worldwide. Companies such as Arizona Cardinals Football Club, Whirlpool, Sony, Trek, Heineken, and many more use our cloud-based solutions to run more efficient and cost-effective business processes, improve customer and supplier relationships, increase employee productivity and morale, and enhance global visibility, scalability and compliance. Esker operates in five continents with global headquarters in Lyon, France, and two U.S. locations in Madison, WI, and Denver, CO.

Come as You Are 

Esker is an equal opportunity employer that celebrates diversity and is committed to maintaining an inclusive and mutually respectful work environment. We do not discriminate against any qualified applicants on the basis of: race, color, national origin, religion, age, sex, sexual orientation, gender identity or expression, pregnancy, disability, medical history, military or veteran status, and any other characteristic protected by applicable law.