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.
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.
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