Job Description Join Our Dynamic Team as a Customer Experience Manager! Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you! What will you be doing? 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. Main Accountabilities: 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 Babble’s 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 Person Specification: Strong communication skills Commercially minded and proven experience. Able to have difficult conversations with positive outcomes Experience managing and maintaining relationships Knowledge of babble processes, upsell revenue lead indicators. Written, Verbal and Numerical literacy is a must Must be organised and attention to detail oriented What else looks good for this role: Willing to learn Ability to work as a part of a team Confidence to take ownership of requests until completion