Approved date:

2020.12.01

Department belongs to:

Administration Department

Directly responsible to:

Senior Marketing Manager

Appeal to:

Chief Executive Officer

Substitutable position:

Job Summary:

• Meeting and exceeding business objectives ensures consistent achievement of all financial and operational KPIs
• Managing to deliver an outstanding ‘Customer Experience’
• Managing, inspiring and motivating the operation team to ensure operational excellence, high employee engagement and service improvement is achieved

Key areas of accountability:

• erxes open-source, Enterprise and SaaS customers
• Team members

Primary job description:

• Respond to comments and customer queries in a timely manner
  • office.erxes.io Team Inbox, Task - to listen, report, follow up and respond
  • Sentry /User Feedback/ - Update on Bugs/Enhancement request coming from both User feedbacks and Internal Tests findings
  • Heatway /Product release generating program/ - To regularly update on product release
  • Content to be created - Saas Feature update/Enhancement update
  • Trello /Roadmap/ - Update erxes Roadmap on Vote and Internal Product Development Planning
  • Engage Community - Conduct webinar and
  • Discord chat
• Communicating with clients to understand their needs and explain product value
• Building relationships with clients based on trust and respect
• Collaborating with internal departments to facilitate client need fulfillment
• Collecting and analyzing data to learn more about consumer behavior
• Keeping accurate records pertaining to inventory and account notes
• Maintaining updated knowledge of company products and services
• Resolving complaints and preventing additional issues by improving processes
• Identifying industry trends
• Acting as a client advocate with a focus on improving the buyer experience
• INTERNAL COMMUNITY AND TEAM MEMBERS
• Share the Organizational Vision With Each Member
• Communicate and understand each team members in relation
• Get team members motivated and feel appreciated under your supervision
• Create and Maintain a Team Spirit
  • erxes XOS/Mobile application/
  • Facebook /Нью Медиа Фэн Груп/
  • Discord chat
• Peoplebox - OKR

Working condition

Normal

Working hours

9.00-18.00 Monday - Friday (can work remotely during this time)

Work equipment

Desk, chair, computer, and other