Senior Customer Experience Professional

We are seeking a dedicated customer experience professional to improve customer satisfaction by managing key performance indicators (KPIs) such as sentiment analytics, engagement scores, and request completion service level agreements.

You will conduct regular business reviews and check-ins with customers to ensure retention, growth, and satisfaction. The ideal candidate will be proactive in identifying opportunities for improvement and driving positive change in customer relationships.

1. Monitor and Analyze KPIs: Track and analyze key performance indicators such as customer sentiment, engagement scores, and service request completion SLAs.
2. Customer Health Monitoring: Regularly monitor customer health and provide actionable insights based on KPIs to prevent churn, identify risks, and capitalize on opportunities for expansion.
3. Business Reviews & Check-ins: Conduct regular business reviews and check-in meetings with customers to assess performance, review KPIs, understand customer needs, and align our solutions with their goals.
4. Proactive Customer Engagement: Drive proactive customer engagement by ensuring timely responses to requests, managing project timelines, and facilitating necessary product or service updates.
5. Continuous Improvement: Identify trends from sentiment analytics and engagement data to suggest product improvements, processes, or personalized customer strategies that drive a positive customer experience.
6. Cross-Functional Collaboration: Work closely with the product, support, and sales teams to align customer feedback and performance data with ongoing product development, feature enhancements, and support processes.
7. Customer Education & Empowerment: Deliver regular training and resources to customers based on their needs and product usage data to ensure they are maximizing the value of the product.
8. Escalation & Issue Resolution: Identify and address customer issues in a timely and effective manner, working with relevant teams to resolve critical customer concerns and ensuring an optimal experience.
9. Customer Retention & Growth: Focus on driving customer retention, satisfaction, and growth by fostering strong relationships, ensuring customers are realizing value, and identifying opportunities for upsell or cross-sell.
10. Reporting & Documentation: Maintain accurate records of customer interactions, performance metrics, and follow-ups in the CRM system. Regularly report on KPI trends, account health, and customer feedback to internal stakeholders.

1. Experience: 1-3 years of experience in a customer success, account management, or related customer-facing role, preferably within SaaS or technology industries.
2. Data-Driven: Strong ability to analyze and interpret customer data, including sentiment analytics, engagement scores, and service metrics. Experience with data analysis tools or CRM systems.
3. Customer-Centric: Proven ability to build strong, lasting relationships with customers, understanding their business needs and helping them realize the full value of the product or service.
4. Problem Solving: Strong problem-solving and critical thinking skills, with a proactive approach to identifying potential risks and resolving issues.
5. Communication Skills: Excellent verbal and written communication skills. Ability to present complex information in a clear, concise manner to both internal teams and customers.
6. Organizational Skills: Exceptional time management and organizational skills, with the ability to handle multiple accounts, priorities, and customer needs simultaneously.
7. Experience in Business Reviews: Prior experience conducting business reviews and check-ins, providing actionable insights, and making recommendations for improving customer success.