Senior Enterprise CX & Retention Specialist

Downstream System Inc.; Richardson (TX); Hybrid; USD 59.000 - 72.000; Vollzeit

Benefits dieser Stelle

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Equity

Paid time off

Holidays and floating holidays

Parental leave

Zusammenfassung

Downstream System Inc. in Richardson, TX is seeking a Senior Customer Experience Representative (CX3) to own enterprise onboarding, churn recovery, QBRs, and expansion conversations. This is the senior customer-facing tier, handling high-stakes accounts and coaching peers.

You will operate within an SLA framework, act as the escalation point below the team lead, and be rewarded based on your own measurable performance. Standard hours are 08:30–17:30 in your local time zone.

Qualifikationen

• 3-5 years in account management, customer success, or consultative sales.
• Experience with complex, multi-stakeholder accounts.
• Natural coach who sets the standard for the team.
• Calm in de-escalation and persuasive in recovery conversations.

Aufgaben

• Facilitate QBRs on a 30/60/90-day cadence across your book
• Own churn-risk intervention - the recovery plan is yours end to end
• Run expansion and upsell conversations across accounts
• Build complex, multi-product quotes and scope new projects
• Own enterprise customer onboarding through the full lifecycle
• Source suppliers for strategic and complex customer needs
• QC team output before close and coach CX2 development
• Make the call on finance and compliance escalation triggers

Kenntnisse

Account management

Customer success

Consultative sales

Multi-account handling

Jobbeschreibung

Downstream System Inc. in Richardson, TX is seeking a Senior Customer Experience Representative (CX3) to own enterprise onboarding, churn recovery, QBRs, and expansion conversations. This is the senior customer-facing tier, handling high-stakes accounts and coaching peers.

You will operate within an SLA framework, act as the escalation point below the team lead, and be rewarded based on your own measurable performance. Standard hours are 08:30–17:30 in your local time zone.