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.