Job Title: Client Experience Specialist Location: Hybrid, 3 days in office in Wrexham
Contract Details: Permanent
Become the go-to expert on our client’s journey, understanding the clients organisation’s history, methodology, systems, and products to provide top-notch support.
- Guide clients in leveraging our products and services, ensuring they receive clear, proactive support through both verbal and written communication.
- Create and maintain high-quality educational resources and evergreen content to facilitate seamless product adoption and ongoing client engagement.
- Deliver engaging digital demonstrations and contribute to automating product walkthroughs to enhance usability.
- Resolve client queries efficiently via the Help Centre, case management, phone, or video calls, adopting a solution-focused approach.
- Identify client needs proactively and introduce relevant product features and services to enhance their experience and drive value.
- Maintain consistent communication with clients and collaborate with internal teams for timely issue resolution and continuous service improvement.
- Conduct regular check-ins with client accounts, identify upselling opportunities, and strengthen long-term relationships.
- Recognise growth opportunities within the client base, working closely with the Client Outcomes team to foster community growth.
- Stay updated on industry trends to provide clients with valuable guidance that supports their success.
- Ensure all client data is handled with the utmost confidentiality and compliance.
Warm, confident communicator with a knack for building strong client relationships.
- Technologically savvy, proficient in Microsoft Suite, including Excel and PowerPoint.
- Annual leave of 25–30 days based on length of service.
- Sports and fitness allowance.
- Private Health Insurance after 3 months.
- Pension scheme after 3 months (5% company contribution and 5% employee contribution).
- Life insurance (4 times salary) after 3 months.
- Free car parking and complimentary lunches.