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Principal Customer Experience Advocate

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Esker France

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Location:
United States , Middleton

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

98800.00 - 117000.00 USD / Year
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Job Description:

Elevate the customer experience, drive operational excellence, and make a measurable impact. Are you energized by building relationships, solving complex challenges, and making customers genuinely excited about the tools they use every day? As a Principal Customer Experience Advocate at Esker, you’ll be the trusted partner for 20+ large, global customers—guiding them long after implementation and helping them get the absolute most out of their Esker solutions. You’ll dive deep into how each customer uses our platform, spot opportunities to boost efficiency, and champion improvements that make their work—and ours—better. You’ll also take on our most technically sophisticated accounts, becoming a go‑to expert and resource for colleagues and customers alike.

Job Responsibility:

  • Learn how each assigned customer uses Esker solutions and maintain advanced product knowledge across all platforms
  • Use expertise and creativity to help customers maximize efficiency and get the most value from their solutions
  • Provide an exceptional customer experience that elevates utilization and long‑term satisfaction
  • Partner with Support and Professional Services teams to address customer needs and tackle complex issues
  • Perform advanced configuration changes, troubleshoot technical challenges, and assist team members with highly complex cases
  • Create and execute test cases, measure customer analytics, and prepare quarterly reports and business reviews
  • Meet commitments outlined in the Customer Experience Engagement Program and maintain strong documentation
  • Proactively gather feedback, anticipate customer needs, and share insights that help enhance the customer experience and shape product evolution
  • Lead skill‑building efforts for teammates, subsidiaries, and partners, while supporting change initiatives with flexibility and clear communication

Requirements:

  • 2+ years as a people leader, team lead or trainer within an accounts receivable (AR) function
  • Strong understanding of AR processes, including collections, cash application, customer credit decisions, and customer claims or deductions
  • 5+ years in customer service, customer training, or account management preferred
  • Bachelor's degree or equivalent experience in lieu of a degree required
  • Demonstrated ability to manage multiple complex customer accounts
  • experience supporting global accounts preferred
  • Demonstrated experience tracking Accounts Receivable KPIs and presenting insights to leadership
  • Significant experience using CRM and/or ERP platforms
  • Strong technical aptitude with the ability to configure and customize advanced system settings
  • Excellent communication skills, including managing difficult conversations and engaging varied audiences
  • Strong time management, resourcefulness, and problem‑solving capabilities
  • Ability to travel up to 5% of working hours
What we offer:
  • Student loan repayment assistance
  • Flexible work schedule, summer hours, and work from home options
  • Profit sharing options
  • Paid time off for community outreach and volunteer opportunities
  • Yearly stipend for employee wellness, hobbies, or educational activities
  • Dog-friendly work environment
  • Competitive salary and benefits package

Additional Information:

Job Posted:
January 05, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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