Digital Customer Experience Specialist
2 days ago
About Builder
We're on a mission to empower entrepreneurs, small businesses and global brands like the BBC, Makro and Pepsi to achieve their software goals with ease. Our innovative approach has already helped thousands of customers worldwide, and we're just getting started.
Builder was voted as one of 2023's 'Most Innovative Companies in AI' by Fast Company, and won Europas 2022 'Scaleup of the Year'. Our team of over 800 people across the globe is diverse, collaborative and exceptionally talented, united by our shared belief in Builder's HEARTT values: Heart, Entrepreneurship, Accountability, Respect, Trust and Transparency.
In return for your skills and commitment, we offer a range of great perks, from hybrid working and a variable annual bonus, to employee stock options, generous paid leave, and trips abroad #WhatWillYouBuild
About Studio Store
Studio Store is Builder's app store for small businesses, offering ready-to-launch full featured apps that can be launched in as little as two weeks with full aftercare and cloud hosting support. We expect to scale this product line to over 25k+ SME customers globally through direct and partner channels within the next three years.
About the Role
Digital Customer Experience Specialists partner with customers to ensure they're able to use our products and services effectively to achieve their business goals. You'll have an in-depth understanding of the customer's needs and seek to develop positive customer experiences, fostering relationships that support customer satisfaction and loyalty.
Your responsibilities will include:
- Ownership of the onboarding process, ensuring customer onboarding activities are completed within the target timeframe
- Cross-functional collaboration with Sales and Product teams to reduce time to value for all customers in your portfolio
- Supporting the team to define and implement best practice customer training and enablement programmes to drive customer product adoption and advocacy
- Providing effective ongoing support and resolving customer queries in a timely manner to drive continued product success
- Cross-selling and upselling services and products from the Ecosystem relevant to customer needs
- Sharing voice of the customer insights and feedback with relevant stakeholders
- Reviewing customer complaints and concerns and seeking to improve the overall customer experience
- Conducting weekly and monthly reviews of core customer success KPIs to ensure your portfolio of customers are hitting their health metrics
Requirements
To succeed in this role, you'll need:
- Proven work experience as a Digital Customer Experience Specialist or similar customer-facing role for a SaaS product
- The ability to multitask while maintaining attention to detail
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Experience working with data to understand trends and formulate action plans
- Accountability, personal organization, and a high degree of customer empathy are essential
- Experience in managing a diverse group and training each according to company standards
Salary Information
This role offers an attractive salary package, including a base salary of $80,000 per annum, plus a quarterly discretionary variable pay component dependent on your performance, and stock options in a $450 million funded Series D scale-up company.
Benefits
You'll also enjoy a range of benefits, including hybrid working, 24 days annual leave + public holidays, 2 x Builder family days each year, time off between Christmas and New Year, and fully funded Private Medical Insurance.
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