Customer Experience Manager
2 weeks ago
**Customer Experience Manager**
**Location**: Coventry
**Job Type**: Full-time, Permanent.
Talent Star are seeking a highly motivated Customer Experience Manager to join our ever-growing digital education and training client based in Coventry.
The Customer Experience Manager is an account manager, introduced to the customer at the sign off of terms and conditions, and primarily becomes the face to the customer as implementation is completed and the customer goes live with their Learning platformand/or content solution.
Working closely with the sales team and content developers, the Customer Experience Manager will help identify continuous improvement opportunities to support the client base along with providing ongoing virtual support and training opportunities.
**Key Responsibilities**:
- Effectively managing the life-cycle of Customer Success activities, from go-live, customer support, ongoing configuration and addressing improvement opportunities
- Driving customer retention, focusing on continuous improvement of the customer experience through proactive customer engagement via online events and scheduled check-ins
- Managing and supporting with new content distribution and communication
- Delivering customer reporting and review on monthly basis as a touch point with all clients
- Identify any "at risk" customers and develop retention strategies to address gaps
- Support the growth and development of the customer platform
- Identify any key areas of content development that is required from your customers
- Support the sales team in carrying out platform and content demonstrations
- Supporting new business growth by cross sell/ opening opportunities for bespoke customer requirements
- Providing virtual customer implementation and technical support.
**Required Experience**:
- Strong client relationship management skills
- An understanding of the online learning industry
- Experience of SaaS product customer service or sales related role
- Strategic planning and implementation skills with the ability to think forward
- Proactive in attitude and approach
- Analytical and process-orientated mindset
- Comfortable to support other departments as and when required
- A can do attitude with inside drivers to succeed.
**Benefits**:
- 22 days plus bank holidays as standard, rising with length of service
- Competitive salary + annual bonus
- Internal opportunities for growth
- Training and development opportunities
- Being part of a team that works hard and has fun.
If you are a highly motivated and results-driven individual with a passion for customer service, we want to hear from you
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