Customer Care Associate, Renewal Management

Esri Canada - Calgary, AB (30+ days ago)

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Esri Canada has an immediate need for a Customer Care Associate, Renewal Management, based in our Calgary office. The role is to meet and often exceed customer expectations by managing our customer’s post-sales business transactions. Once order is received it is managed by Customer Care for the delivery of Esri’s industry leading Geographic Information System (GIS) products. This position is achieved by delivering the best customer experience of any supplier in the market, thus providing sustainable revenue growth.

The Customer Care Associate’s responsibilities include:
Manage the customer through their full life cycle - confer with customers to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints
Manage and strengthen the relationship with our customers by providing proactive Customer Care and acting as the liaison between the company and customer. Through customer communications and various customer input mechanisms, facilitate a positive and productive long-term relationship with our internal and external customers.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
Research and review contracts highlighting upcoming renewals. Use a proactive approach, contact customers to discuss maintenance value and maximizing their investment in Esri Canada
Interact effectively with other departments to follow up on issues, enhancing responsiveness to the customer thereby improving the relationship and level of satisfaction with products and services
Maintain a current and accurate ‘hot list’ of customers requiring special attention to ensure payment, fulfillment, customer retention, and contract renewal
Keep management informed of status of critical problems awaiting resolution

Lead, manage, and be accountable for:
Order processing, transfer requests and resolving customers' service or billing issues
Follow-up on actions with Account Managers (Customers) and Business Partner Managers (Suppliers & Business Partners VAR agreements)
Manage contract billings (quote/invoice) and renewals (maintenance or term)
Assist in Attrition management by interviewing or getting feedback from customers wanting to cancel their maintenance
Participate in Un-Posted, AR tracking and monthly meetings regarding the status of the accounts
Assist in product/program update delivery planning

Specific skill requirements:
University degree, College diploma or equivalent work experience
Minimum 5 years of experience in customer service / order management environment, preferably in the software industry
Strong working knowledge of Microsoft office suite (MS Word, Excel, PowerPoint)
Strong understanding of complete order fulfillment process

Competencies in the following are essential:
Customer focused with a can-do attitude
Strong problem-solving skills with out of the box thinking
Team player / relationship builder with strong interpersonal skills
Attention to detail and accuracy
Ability to work under general direction, without detailed instructions
Flexibility to adapt to changing processes.

Considered as assets for this position are the following:
Bilingual (English/French) is an asset
Strong working knowledge of SharePoint, SAP and Salesforce
Understanding of software sales agreements / policies
GIS software knowledge

Esri Canada provides a dynamic work environment, an opportunity to build your skills with leading tools and technologies and a team-based approach. We offer attractive salaries with an outstanding benefits package. Esri Canada believes in employment equity and welcomes applications from all interested candidates. Efforts to provide accommodation will be made upon request at any stage of the recruitment and hiring process. Please be advised that only those selected for an interview will be contacted.