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, including every other Friday off.
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