Customer Experience Manager

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.