Customer Champion - Remote

DFIN is seeking a Customer Champion, Support Project lead (individual contributor role) responsible for working with our largest clients specific to their support needs and tickets. The Customer Champion’s mission is to build a successful relationship with a set of strategic accounts specific to their overall customer support activities. The person will assist customers with key technical and operational issues, with a bias for action, removing barriers to success. This person will serve as a primary point of contact for a portfolio of assigned customers, collaborating internal across support, development and product management teams.

This person will work collaboratively with cross-functional stakeholders to drive meaningful customer experience improvements. This role will require both innovation and tactical implementation skills.

• Coordinate appropriate resources (cross functionally) to achieve resolution or assist with escalated issues
• Prioritize issues based on customer needs, business needs and release strategy
• Manage large customer’s support issues, monitor and report on SLA’s for strategic accounts
• Host regular support case review calls with your customer contacts
• Report metrics and case management updates to customers and internal leadership
• Work with the support team to identify, monitor and report trends
• Create, implement and enhance internal reporting and other processes to optimize the customer experience
• Coordinate feedback to product management and development on trending issues or major issues
• Work directly with engineering in the resolution of core product issues
• Maintain DFIN product knowledge through continuous learning
• Be creative. Innovate. Build. Lead change. Have a passion to deliver programmatic changes that lead to better customer and employee outcomes

• Bachelor's degree or equivalent experience
• 2+ years of progressive contact center and customer support experience
• In addition to contact center experience, 2+ years of account management experience, preferably in a technical role
• Excellent written and oral communication, presentation skills – specifically the ability to explain technical concepts clearly
• Experience in working and building relationships with enterprise customers; be able to successful interact at the executive level in those strategic accounts
• Proactive team player who is solution oriented with a common-sense approach (will help drive win-win scenarios for the customer and DFIN)
• Passion for the highest quality of customer service, creative problem-solving skills and a strong desire to learn
• Understanding and hands-on experience in project management