Customer Experience Manager

Posted 3 days ago by Central Employment Agency (North East) Limited
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Central Employment are working in partnership with a leading and cutting technology client in the North East, as they look to recruit a Customer Experience Manager, joining their global customer experience team.

Overview of Customer Experience Manager role:

They are seek a self-starter, who is excited by the scope of the opportunity and can apply their experience to bring a significant impact across their business. And bring to their customers and partners the success we strive to deliver. This is not a sales focused role, but rather an opportunity to educate our customers on the flexibility and capabilities of our software in order to encourage them to continue to use our service.

Key responsibilities of the Customer Experience Manager:

  • Be the trusted partner for the customer; continually delight them with a positive, customer-centric attitude
  • Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as demonstrating use-case and product functionality
  • Develop and execute account strategies alongside the Commercial Team to deliver positive outcomes
  • Work with customers to ensure that they are leveraging effectively and finding value in our services
  • Review and assess customers’ usage progress and offer recommendations and actions through regular communications to enhance engagement and demonstrate ROI throughout the customer lifecycle
  • Maintain a revenue base by managing account retention and renewal and drive revenue increases through increased product adoption and usage
  • Collaborate closely with Commercial Team to support pilot customers, renewals and expansion opportunities
  • Identify opportunities for customers to act as advocates (e.g. testimonials, case studies) for the Marketing Team
  • Be a customer advocate when capturing customer feedback and reporting requests for our sales processes and product road map
  • Represent the business at key industry and partner events to drive our messaging and add value to our stakeholders
  • Develop and share best practices with team members to continually improve the quality, effectiveness and efficiency of our processes
  • Manage and develop a team of Customer Success professionals all working to support successful outcomes and ROI for the customer

Essential experience required:

  • Ideally 4+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
  • Empathetic, positive attitude with a desire to help our customers reach their goals
  • Strong leadership skills and impressive executive presence
  • Exceptional communication skills, with an ability to adapt for technical and non-technical audiences
  • Highly organised, collaborative and detail oriented
  • Results-driven mentality, with a bias for speed and action
  • Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred
  • Ability to create structure in ambiguous situations and design effective processes
  • Passion for technology and being comfortable in a fast-growing SaaS company
  • Willing to travel periodically based on customer needs

Required skills

  • Account Management
  • Customer Experience
  • Technology
  • Customer Success
  • SaaS

Reference: 40267030

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