Senior Customer Experience Associate

Why Join Us? 

At Tobii Dynavox, we empower people with disabilities to do what they once did or never thought possible. We call this mission Power to Be You. Our assistive communication technology helps our customers express themselves, connect with the world, and pursue independence, whether through everyday activities like ordering food or extraordinary feats like running a company. Working at Tobii Dynavox, you’ll become part of a team that spans the globe, with offices in the US, Sweden, France, the UK, China, and beyond.   
 
To learn more about what we make possible, meet some of our customers or take a look at some of our solutions. 

What you’ll do:

The Senior Customer Experience Associate serves as a self-sufficient agent that can handle escalations, effectively work with other departments, and guide customers and TD Solutions Consultants along the customer journey. As a senior Sales Enablement department member this role will have regular involvement in process improvement initiatives and will be critical to Go-To-Market success. This position plays a vital role in enhancing operational efficiency and improving the overall customer experience by optimizing internal processes and supporting cross-functional collaboration within Tobii Dynavox. The Senior Customer Experience Associate focuses on streamlining workflows by developing and maintaining internal resources, tools, and best practices, ensuring that internal processes run smoothly to provide a seamless experience for customers.

As a Senior Customer Experience Associate, you will be responsible for:

• Guide customers and junior level staff to TD resources, ensuring internal and external
• customers have a consistent and positive pre-sale experience
• Respond to inquiries and issues requiring in depth research and follow through
• Identify and implement improvements of internal and customer facing processes that
• enhance the efficiency of order management and operational functions
• Monitor the effectiveness of implemented changes and adjust strategies as needed to ensure
• continuous improvement.
• Provide training, coaching, and support to internal teams to improve their ability to utilize new
• tools, systems, and processes effectively.
• Represent the Customer Experience Team and their customers during Go To Market and
• other Product related meetings and activities
• Submit completed quotes and bids to federally and/or state funded agencies
• Develop and maintain internal resources, tools, and best practices for use by the order
• management and other customer facing teams to ensure consistency and accuracy in
• operations.
• With the Customer Experience Manager, track and provide report outs on customer and
• internal customer trends and needs
• Conduct regular reviews of current processes, systems, and performance metrics to identify
• areas for improvement and propose actionable solutions.
• Review and update departmental forms and internal process documentation
• Collaborate with cross-functional teams to streamline processes, optimize workflows, and
• improve overall system efficiency and customer experience.
• Resolve escalated order management issues, assist with order management quality
• assurance initiatives and monitor backorders
• Foster customer relationships, gather and track feedback and recommend improvements to
• the order management experience with a “customer first” approach
• Perform various other duties as assigned

What you’ll bring:

• Bachelors degree or equivalent related experience
• 3 to 5 years experience in a related position
• Attention to detail with a commitment to achieving results through service excellence and high standards
• Excellent written and verbal communication skills
• Excellent problem resolution
• Bilingual (English/French) applicants are encouraged
• Proficiency in MS Office, including Excel, Word and PowerPoint
• Proficiency in Salesforce or similar CRM
• Ability to multi-task and work with interruptions
• Ability to communicate in different settings and with a variety of communication partners
• Travel may be required on occasion (1-2 times per year)

Our Values: 

At Tobii Dynavox, our mission guides what we do, and our values guide us in how we do it. Across the organization, we are committed to being Collaborative, Considerate, Curious and Courageous.  We build a trusting environment where every team member prioritizes our customers with empathy and insight. Bold ideas and learning lead to impactful solutions. Driven by curiosity, we continuously challenge the status quo to create meaningful, customer-focused solutions for our customers. 

What We Offer: 

At Tobii Dynavox, we believe in empowering individuals – including our employees - to reach their full potential. Here’s what makes us unique: 

• Purpose-Driven Work: Join a company that transforms lives by giving a voice to those with communication challenges. Every day, your work makes a meaningful and concrete impact. 
• “Yes, and...” Flexibility: Build a rewarding career AND enjoy time with loved ones. We offer flexible work options so you don’t have to choose between personal and professional goals. 
• Growth and Development: Whether you’re advancing your skills or growing your career, we invest in your future with training, learning opportunities, and internal growth paths. 
• Inclusive and Supportive Culture: Work in a collaborative, caring environment where diversity and individuality are valued. You’ll feel connected to both your team and our global community. 
• A Global Leader with Heart: Be part of an innovative, forward-thinking company that combines experience and cutting-edge solutions with a mission to change lives.