EDI Job Opportunities, Dallas, Texas

Postion: Customer Advocate
Date Posted: 07/15/2006
Location: Dallas, Texas

Job Summary
A Customer Advocate within ADX is primarily responsible for managing numerous individual relationships with our large enterprise clients and their trading communities. On a day-to-day basis, your primary focus will be to leverage those relationships in order to manage and grow trading communities in your assigned industry vertical.

You will be interacting with your assigned clients and their supplier's primarily through telephone, chat and e-mail, with occasional travel for face-to-face meetings. The ideal candidate will therefore need excellent interpersonal skills, especially in the area of written and verbal communication.

As with any client-driven position, especially in a "high-touch" environment, schedule flexibility is essential. We provide a mission-critical service to our clients and their trading partners that is literally available 24x7. Therefore, we too must be flexible to ensure that we can go above and beyond for our clients. This is not a position for someone who prefers that life be routine.

A Customer Advocate will also need to be able to work successfully in a team-based environment with a variety of other functional areas within ADX. A willingness to collaborate and share creative ideas throughout the workplace is absolutely critical to doing what we do well.

Duties and Essential Job Functions

• Act as main point of contact for ADX’s large enterprise clients.
• Establish and maintain a “consultative” relationship with our large enterprise clients and their trading communities.
• Manage client expectations by providing them with timely status updates and communicating dependencies.
• Act as the primary escalation point for all client issues.
• Investigate and verify technical, functional or business issues before communicating them to the appropriate internal or external teams.
• Conduct business, functional and technical discussions with our large enterprise clients and their trading communities.
• Provide input and support to Marketing and Sales, including the provision of weekly updates for your industry, market trends and relevant news.
• Provide input and support to the internal technical teams, such as disseminating customer requirements and acceptance criteria.
• Provide input and support to Product Development by capturing customer feedback and identifying product improvement opportunities.
• Develop & Manage Project Plans for new client engagements, including configuration, setup, testing, training and implementation requirements.
• Utilize standard project management methodologies and tools to ensure assigned client engagements are managed within the designated scope of contractual requirements, scheduled goals, and are of the highest possible quality.
• Effect a smooth transition from the pre-sales and selling process to post-sales delivery, taking responsibility for all aspects of client relationship management as they relate to service delivery.
• Developing and delivering appropriate training to other internal teams. 
• Document and communicate success stories and the inevitable lessons learned.
• Be alert for potential opportunities to grow the client relationship and pass leads to Sales.
• Communicate with internal stakeholders to further define and refine client requirements.
• Update Salesforce.com with all pertinent communication (telephone, chat, e-mail, letters and any eSupport interactions) between the large enterprise client, it’s trading partners and the internal ADX teams.

Other Functions and Responsibilities
Perform other duties as assigned and as deemed necessary to ensure that our clients are always more than satisfied with the service that we provide.

Requirements

• Excellent interpersonal relationship skills are absolutely critical!
• Excellent written and verbal communication skills
• Excellent project management skills, with an emphasis on successful project completion
• Excellent analytical and troubleshooting skills
• Strong technical knowledge, especially in all facets of the use of personal computers
• Patience when working with less sophisticated technology users!

Preferred

• A college degree is admittedly preferred, but not absolutely required.
• Any basic knowledge of supply chain management, general electronic commerce services, Internet-based communications and EDI is considered a Plus!

We are committed to providing our employees with a challenging and rewarding career-path in a diverse, team-oriented environment. Competitive compensation includes equity incentives, and our comprehensive employee benefits package includes paid time off, paid holidays, medical, dental and vision insurance, short and long-term disability insurance, life insurance, and a 401k plan.

Requirements for Submission of Resumes

• All resumes must be submitted electronically (no telephone calls, snail mail or faxes) with a cover letter that includes both your compensation requirements and a compensation history for the past five years (please be specific).
• Applicants must be eligible to work in the United States without employer sponsorship.

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