We are seeking a high-performing, self-motivated individual who is driven by building exceptional relationships with our clients and delivering against very strong delivery principles and supporting our clients achieve their desired business outcomes.
What does the role involve?
* Manage engagement with Clients - post implementation activity of IPIs Genesys CCaaS Customers through strong relationship-building, product knowledge, planning and execution of their bespoke customer success plans
* Develop a trusted relationship with consistently responsive and expert guidance and service.
* Ensure customer satisfaction that leads to annual renewals and contract expansion.
* Experience working in or with contact centre operations and or customer success with an ability to establish and nurture a trusted adviser relationship with business decision makers and influencers.
* Excellent interpersonal skills with the ability to guide change and motivate various stakeholders using your good communication, presentation, and persuasion skills.
* Ability to handle multiple tasks, prioritise workload, and adapt to shifting priorities with a high degree of discipline and initiative.
* Willingness to travel to visit customers and attend events.
* Act as Voice of the Customer internally to represent customer needs and wants.
* Drive adoption and enablement across multiple departments, stakeholders, and business users.
* Manage and communicate with key stakeholders both internally and with the client or third parties to achieve quality delivery.
* Host regular meetings with customers as well as quarterly business reviews to ensure adoption and enablement of technologies and services provided to the clients.
* Ensure all services are provided to the standards and quality set out by our methodologies and vision.
* Identify and qualify cross-sell and up-sell opportunities and work with the account team to grow revenue from existing customers - Encourage the customer adoption of core platform, enhanced services and other IPI offerings.
* Development of value-based ROI and/or customer success plans that support driving customer outcome.
You will have the following skills and attributes:
* Contact Centre operational experience and knowledge of call centre technologies - ideally Genesys.
* Proven experience of Customer Success Management.
* Strategic and creative thinker who loves to challenge the way things are done as part of a relentless pursuit for improvement.
* Excellent verbal and written communication with an emphasis on empathy and solution-oriented responses and value-based consulting.
* Proven ability to be an assertive problem-solver and proactive relationship manager who can respond quickly to customer needs and anticipate issues and resolve these in advance wherever possible.
* Teamwork – the ability to work proactively with wider client engagement teams across IPI including Service Delivery, Account Management and Sales Teams.
* Be a good collaborator, communicator and be experienced in presenting, visual tools and using products including but not limited to Excel, PowerPoint, Word etc.
* Excellent organizational, planning, and delivery skills.
* Integrity, Creativity, Intellectual Curiosity, High Standards, Persistence, and Achievement oriented.
What is it like to work for IPI?
IP Integration is dedicated to creating intelligent contact centre and IT solutions and supporting services which are unrivalled in the industry. Our breadth of knowledge and experience spans products and services from the world’s leading information and communication technology vendors; enabling us to deliver award winning, value-add solutions.
We are an agile, highly accredited organisation with over 20 years heritage in delivering contact centre solutions to businesses across the UK. We invest heavily in customer experience, our people and our culture – putting people at the heart of everything we do.
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