Customer Experience Specialist

About the Role:

As a Customer Experience Specialist, you will focus on driving customer satisfaction and growth by managing key performance indicators (KPIs). You will conduct regular Business Reviews and Check-ins, ensuring satisfaction, retention, and expansion. The ideal candidate is proactive in identifying opportunities for improvement and driving positive change in customer relationships.

Key Responsibilities:

Monitor and Analyze KPIs: Track and analyze KPIs such as customer sentiment, engagement scores, and service request completion SLAs, using data-driven insights to drive customer success strategies and ensure customer satisfaction.

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.

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.

Proactive Customer Engagement: Drive proactive customer engagement by ensuring timely responses to requests, managing project timelines, and facilitating necessary product or service updates.

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.

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.

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.

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.

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.

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.

Requirements:

Experience: 1-3 years of experience in a Customer Success, Account Management, or related customer-facing role, preferably within SaaS or technology industries.

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.

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.

Problem Solving: Strong problem-solving and critical thinking skills, with a proactive approach to identifying potential risks and resolving issues.

Communication Skills: Excellent verbal and written communication skills. Ability to present complex information in a clear, concise manner to both internal teams and customers.

Organizational Skills: Exceptional time management and organizational skills, with the ability to handle multiple accounts, priorities, and customer needs simultaneously.

Experience in Business Reviews: Prior experience conducting business reviews and check-ins, providing actionable insights, and making recommendations for improving customer success.