Customer Experience Executive

An opportunity for a Customer Experience Manager has become available, to work for an industry expert of software development that partners with Microsoft and has over 15 years of experience working with highly recognisable brands globally.

The Role:

Reporting to the Head of Customer Services, you will be key in developing and maintaining relationships, as well as supporting and managing customers with queries, including escalations.

You will have to encourage and deliver improvements as to increase from Customer Experience Surveys. As well as this, promoting the use of the clients’ products throughout the whole customer contact period. Supporting the creation and release of documentation to decrease reliance on support.

As a Customer Experience Manager, you will make decisions regarding release management to best suit the business. Furthermore, you will use Go-Live to increase and improve customer satisfaction and requirement deliverables, respectively.

This role with require driving Customer Development, as such you will be aware of the industry direction and best provide solutions for clients. Providing feedback to so the company is meeting the ever-changing needs of the business and creating plans to achieve customer growth strategies.

Finally, working with the support team you will ensure excellent customer service is given and to ensure that clients are feeling that the customer support is beneficial. Lead creative strategy based on relevant consumer insights and sharp business acumen resulting in a clear, actionable, and insightful brief.


Essential requirements:

• 3-5 years of related professional experience
• Excellent customer-facing skills to ensure relationships are kept active.
• Strong communication skills, both written and verbal
• Supporting projects, working with clients and PMs to keep work moving as planned and addressing challenges
• Demonstrated relationship-building skills, with an ability to effectively partner with both clients and peers
• Ability to deliver and coordinate large tasks with excellence, effectively planning and prioritising to tight deadlines
• Demonstrated ability to think critically and problem solve with a sense of urgency
• Experience Management / Account Reviews
• Motivated self-starter, ability to work independently with minimum direction
• Innate curiosity and desire to learn to keep current on the pulse of the industry
• Problem-Solving skills
• Committed to continuous improvement
• Applicants should have excellent IT skills, including Microsoft Windows and Microsoft Office

Desirable:

• Graduate (IT related preferred) or similar support/ account management role

Benefits:

• Competitive salary
• Flexible working
• Pension scheme
• 25 days holiday which increases with service
• Life insurance


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