Role Overview
This is a hybrid role and you can be located anywhere in the UK.
You will have experince working within the IT MSP and/or Telecoms sector.
The customer experience manager is responsible for the customer experience within their dedicated accounts. You are responsible for overseeing and improving the customer journey, ensuring a positive and seamless experience at every touchpoint, from initial interactions to post-purchase support, ultimately driving customer satisfaction and loyalty. This covers all interactions across the customer not just customer service touch points.
Key Responsibilities
Strategic
· Champion opportunities to consistently improve the brand experience
· Drive customer retention, reduce churn, and increase customer satisfaction
· Understand each customer persona and their specific needs
· Gather real time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experience
· Ensure CSAT levels within customer base are above 4 and action responses positive and negative. Manage Trustpilot and google responses and manage accordingly
· Establish communication mediums lines between customers and the company to ensure a smooth customer experience
· Utilise CRM tools to monitor customer experience
· Proactive management with accounts and ensure reactive management is in line with expectations
· Build relationships at multiple levels within the organisation
· Be an internal advocate and voice for the customer to enhance both the customer experience and companies offerings
· Understand the contractual position of the customer
· Ensure data integrity of contact names, numbers and email addresses with at least annual reviews with the customer to keep this updated
· Regular case and service review meetings at a cadence agreed with the customer
· Identify upsell and cross-sell opportunities working closely with the account manager
Day to Day
· Target first touch resolution for all queries
· Oversee all implementation orders are delivered in line with expectations, know the projects in flight
· Work with CX Executives to ensure all responses to customers are coherent, well structured and responded to with SLA
· Maintain strong relationships within the customer
· Own all cases and responses, use other teams to input as required
· Ensure all customer contact details are updated in the CRM
· Onboard new pillars to the customer ensure billing accuracy and Customer success involvement
· Daily case reviews working with Customer Experience Executive
· Create small orders
· Escalation point for customer and customer executives
· Case queue management for ALL customer cases
Commercial & Financial
· Support account managers and product sales team with opportunities and delivery of orders, ensuring post purchase service is at company standard.
· Responsible for investigating, owning and resolving credit requests within the account in a timely fashion
· Understand, maintain and report on customer contractual positions if required
· Own cancellation cases within the customer through to resolution working with contracts admin, billing and cancellations. Delivering all communication, written and verbal in a coherent and concise manner
· Working with Customer Success teams to define and ensure delivery of measures which increase adoption and retention
· Working with colleagues in wider to team to improve the experience for customers in a consistent manner
Governance & Compliance
· Ensure all SLAs are met and escalate when needed
· Establish regular review cycles to assess product performance, lifecycle, and end-of-life planning as part of service reviews
Skills Required
· Strong communication skills
· Commercially minded and proven experience.
· Minimum 5 years of experience in a relationship role
· Able to have difficult conversations with positive outcomes
· Experience managing and maintaining relationships
· Knowledge of company processes, upsell revenue lead indicators.
· Written, Verbal and Numerical literacy is a must
· Must be organised and attention to detail oriented
Key Measures of Success
· Net value retention
· Achieve SLA targets
· Customer satisfaction survey CSAT
· Revenue Growth
· EBSTA score
Excellent benefits are on offer with this role