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Customer Experience Lead

2 months ago

Manchester, United Kingdom PHMG Full time

About PHMG

PHMG is a leading audio branding agency that creates innovative, technology-driven branding solutions for businesses worldwide. With a global client base spanning 54 countries, we're committed to delivering exceptional customer experiences.

Job Summary

We're seeking a highly skilled Client Success Director to play a pivotal role in driving our company's success. As an advocate for our product, you'll engage with clients to gather feedback, improve our service, and ensure seamless onboarding experiences.

Key Responsibilities

  • Oversee the initiation phase of our North American clients, providing premium sales service to retain and cultivate existing business relationships.
  • Manage a comprehensive customer support database to ensure timely issue resolution.
  • Collaborate with internal departments to orchestrate seamless coordination and elevate the retention strategy.
  • Maintain in-depth knowledge of our products and services to offer tailored solutions to clients.
  • Manage a CRM database on a day-to-day basis to track client interactions and preferences.
  • Identify customer issues through effective questioning and provide solutions to ensure client satisfaction.

Requirements

  • Previous experience working in a B2B role, preferably in sales or account management.
  • Excellent customer service skills, with the ability to thrive in a customer-centric environment.
  • Effective personal organization, self-motivation, and a drive to deliver exceptional results.
  • Strong negotiation skills, with excellent written and oral communication abilities.
  • Attention to detail and problem-solving capabilities, with the ability to work under pressure.

What We Offer

  • A competitive salary and OTE package.
  • A comprehensive benefits package, including free gym membership, cycle-to-work scheme, and enhanced leave policies.
  • Opportunities for career development and growth, linked to individual performance.
  • A dynamic and supportive work environment, with a focus on employee well-being and satisfaction.