Experienced Enterprise Customer Experience Expert – Delivering Exceptional Technical Solutions and Customer Advocacy for Long-Term Success

Introduction to blithequark

At blithequark, we celebrate the unique work style of each team member, fostering an environment where flexibility, support, and rewards reflect individual value. Our commitment to respect, transparency, and simplicity ensures that we always choose to do the right thing. As a trusted partner for intelligent automation, we solve complex problems for our enterprise customers, leveraging their information to transform their businesses. With a strong foundation in innovation and excellence, our team of experts creates market-leading technologies using Machine Learning, Artificial Intelligence, and an advanced tech stack.

About the Role

The Enterprise Customer Experience Expert (ECXE) is a key role within our Customer Care organization, dedicated to delivering high-impact technical solutions and ensuring the satisfaction, health, and retention of enterprise customers. This role emphasizes a commitment to customer advocacy, leveraging advanced knowledge in OCR, Intelligent Document Processing (IDP), and automation to maximize customer success and contract fulfillment. As an ECXE, you will act as a trusted advisor to enterprise customers, addressing complex technical requirements, implementing best practices, and supporting proactive, impactful customer care.

Key Responsibilities

• Enterprise Support Management: Serve as the primary contact for enterprise customers, ensuring they receive full value from their support contracts through tailored solutions that meet technical and business objectives.
• Technical Solution Design: Leverage expertise in blithequark tools and scripting to create, optimize, and implement automation solutions that improve customer processes.
• Proactive Engagement and Advocacy: Conduct regular check-ins and provide technical guidance to customers, ensuring evolving needs are met and advocating for customer priorities within the organization.
• Advanced Analytics and Troubleshooting: Apply strong analytical and programming skills to diagnose complex issues, design innovative solutions, and improve system performance.
• Expert Connects and Customer Health Monitoring: Conduct regular annual system health checks and track customer health metrics (e.g., system performance, configuration performance, user adoption, issue resolution) and address concerns that may impact satisfaction or retention.
• Code Quality and Support: Conduct in-depth code reviews and debugging to ensure high-quality, reliable implementations aligned with customer requirements.
• AI and Automation Integration: Utilize knowledge of generative AI and LLM models to innovate and optimize data extraction and processing solutions for customer needs.
• Customer Feedback and Improvement: Collect and analyze feedback, working with internal teams to enhance service quality and address common challenges.

Essential Qualifications

• Technical Expertise: Minimum of 8+ years in OCR, IDP, and automation, with at least 3+ years specializing in blithequark tools and scripting.
• AI Knowledge: Familiarity with generative AI and LLM models, applying these technologies to develop customer solutions.
• Analytical Skills: Strong analytical abilities and programming experience to create effective, scalable business solutions.
• Soft Skills: Excellent communication, interpersonal skills, and work ethics.
• Code Quality: Expertise in performing thorough code reviews and efficient debugging.

Preferred Qualifications

• Experience with Enterprise Support Contracts: Previous experience managing enterprise support contracts, particularly in technology or software-as-a-service (SaaS) environments, is a plus.
• ITIL Certification: ITIL (Information Technology Infrastructure Library) certification or equivalent experience in service management best practices is highly desirable.
• Technical Product Knowledge: Familiarity with blithequark's products and services, especially in the context of technical support, will be an advantage.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As an Enterprise Customer Experience Expert, you will have access to a wide range of training and development opportunities, including workshops, webinars, and conferences. You will also have the chance to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. Our goal is to provide you with the skills and knowledge you need to succeed in your role and advance your career.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive work environment. We believe in fostering a culture of respect, transparency, and simplicity, where everyone feels valued and supported. Our team is diverse and global, with colleagues from all over the world. We encourage collaboration, innovation, and creativity, and we recognize and reward outstanding performance. We also offer a range of benefits, including flexible working hours, remote work options, and a comprehensive wellness program.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a salary, bonuses, and benefits. Our benefits package includes comprehensive medical, accidental, and life insurance, as well as a generous paid time off policy. We also offer a range of perks, including weekly wellness sessions, a flexible working hours policy, and a remote work option. Additionally, we provide opportunities for professional development and growth, including training and education programs, and a chance to work with a talented team of professionals.

Conclusion

If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for the Enterprise Customer Experience Expert role at blithequark. This is a unique opportunity to join a talented team of professionals who are passionate about delivering exceptional customer experiences. With a competitive compensation package, a range of benefits, and opportunities for growth and development, this is a role that can help you achieve your career goals. So why not apply today and take the first step towards an exciting and rewarding career at blithequark?