Customer Success Specialist

1 week ago

Birmingham, Birmingham, United Kingdom MICHELIN Connected Fleet Full time
Job Description

Role: Customer Experience Manager

Location: Remote

Contract: Full-time


At MICHELIN Connected Fleet, we specialize in connected fleet management services and solutions. As a market leader with over 30 years of expertise in a high-growth, competitive mobility technology industry, we serve 70,000 customers and over 600,000 vehicles globally, growing more than 10% per year. Backed by Michelin Group and operating under the Michelin Connected Fleet name, we aim to be a major player in this market in the coming years.


Our Vision


We know our planet is at risk, and we urgently need to find innovative ways to protect it. At Michelin, pioneering is what we do: We are innovating constantly, to explore new opportunities, with, around and beyond tires to lead the way in sustainable mobility. Our people act for change, with respect, and as leaders. We care about giving people a better way forward. Our vision is rooted in a single purpose: by 2050, Michelin will be recognized as a critical innovation leader that helped humanity conquer new frontiers.


Our Culture


At MICHELIN Connected Fleet, agility is not a word - it's a lifestyle. We gather entrepreneurial minds who are not afraid to fail fast and learn quickly, every day. We think long term and act short term, we grow fast and love what we do. We believe in an inclusive working environment, building teams with a variety of backgrounds, skills, views, and opinions. Among our 400 employees in Europe, we proudly benefit from around 30 nationalities. We thrive because of the diverse background and talent of our people.


The Role


The Customer Experience Management team (CX-M) exists to understand the needs of our customers, create intimacy, adapt solutions to meet these needs, and maintain strong, meaningful relationships with our customers. CX-M has consistently demonstrated a powerful retention ability; in turn, building loyalty, strong relationships, and references.


The CX-M is focused, available, knowledgeable, and able to deploy skills independently of the Sales teams, allowing both activities to retain their integrity and put the user first.


Key Responsibilities


  • Create customer intimacy by proactively keeping in touch with clients
  • Coach our customers to get value from Masternaut products and services
  • Are responsible for monitoring, reviewing, and implementing improvements to service performance
  • Act as the first point of escalation for our customers for any complex queries or issues


Without commercial priorities, a CX-M is often best placed to be the early warning system to address any issues up front, avoiding an escalation of customer dissatisfaction.


What You Will Be Doing


  • Cultivate meaningful customer intimacy with a combined portfolio
  • Improve customer satisfaction scores and NPS
  • Improve customer retention and reduce churn
  • Connect Customer Experience Manager across the business, working with all departments to ensure the Customers' needs are at the forefront of a seamless service
  • Serve as an escalation point for resolving issues
  • Perform to monthly on KPIs to monitor customer interaction cadence and customer satisfaction
  • Perform root cause analysis of customer issues and implement solutions to resolve these issues permanently
  • Obtain, collate, and present customer feedback and insight on both service and product
  • Carry out any other duties as designated and deemed reasonable by the Company
  • Understand, demonstrate, and adhere to Masternaut values


Requirements


  • University degree, and a track record of continuous professional growth
  • Customer service experience with system and process knowledge
  • Ability to build internal relationships across different teams and business areas
  • Accountability for issues and knowing when to escalate
  • Ability to take initiative
  • Excellent communication and presentation skills, in particular communicating complex information succinctly and effectively
  • Highly developed interpersonal and influencing skills, good external relationship skills
  • Ability and confidence to operate effectively across a broad range of customers at senior management level
  • Commercial appreciation


We offer our teams as much flexibility as possible in line with the needs of their role. We trust our teams to know how they work best, combining remote and collaborative working, with a flexible approach to hours. This allows our people the time and space for life outside of work.

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