Senior CX Consultant

1 month ago

London, Greater London, United Kingdom Coevolve Pty Full time
Job Description

Coevolve is a leading global provider of managed telco-independent Software Defined WAN (SD-WAN), Secure Access Service Edge (SASE), and cloud and multi-cloud networking solutions to enterprises. Our services are trusted by clients in over 80 countries, who rely on us to provide secure and reliable connectivity to wherever they operate, deliver digital transformations quicker, and improve key business applications at dramatically reduced costs.

We are pushing the boundaries of traditional network management through AI and machine learning to deliver more value, actionable insights, and capabilities to enterprise network management with Coevolve Smart Services. Our Smart Services portfolio represents the next generation of co-managed digital infrastructure specialists, ensuring we continue to be market-leading and at the forefront of Networking solutions across the globe.

Our team at Coevolve is comprised of smart, tenacious, passionate, and dedicated experts in the field. We achieve great things together for our clients. We solve core problems in the traditional carrier and systems integrator business models. Our company culture fosters lifelong learning, collaboration, and inclusion. Our team is truly global, with people in 5+ locations around the world. We love innovative ideas and the ability to get things done. We believe teamwork makes for the most rewarding work and creates an environment that values all roles and good ideas.

Key Responsibilities
  • Maintain ongoing engagement with global clients, including report preparation, conducting service reviews, onboarding new clients and services, and coordinating assigned projects.
  • Prepare and review monthly Client Service Review reports for accuracy and completeness, ensuring all data is correct and aligned with the products and service modules sold to clients before meetings.
  • Prepare and facilitate Client Service Review meetings for assigned Clients, Globally, ensuring effective communication and engagement while providing insights and updates on service performance, metrics, and outcomes.
  • Document any actions and follow-up items arising from Client Service Review meetings, ensuring they are tracked and addressed in a timely manner.
  • Coordinate assigned projects, ensuring they are delivered on time, within scope, and aligned with client expectations and Coevolve objectives.
  • Meet with assigned underlay providers as required to ensure Client services are provided effectively.
  • Provide accurate and timely processing of commercial requests, including quoting, ordering, and commercial administration to Clients in support of our global Sales team.
  • Manage the entire process for new site orders, including reviewing requirements, quote preparation, internal approvals, ordering, and procurement activities in coordination with associated vendors.
  • Manage the onboarding process for new clients, including preparing Client Support Guides, facilitating onboarding sessions, demonstrating the use of Coevolve systems/portals, and providing operational training.
  • Ensure that Client Support Guides are reviewed and updated regularly and as necessary, as well as maintaining Client contacts within systems and configuring access to Coevolve resources.
  • Obtain, document, and share Client feedback regularly, to ensure high levels of Client satisfaction are maintained.
  • Assist in facilitating and managing service requests, ensuring timely responses to Client requests.
  • Maintain ongoing engagement with internal teams, including Operations, CX, Digital Innovation, Sales, and Technical Consultants (TCs), to ensure alignment and effective coordination of Client Services.
  • Identify opportunities for improving processes and procedures, contributing to the enhancement of overall Client experience and satisfaction.
Requirements
  • 5+ years of previous experience in a similar role, working within technical operations teams preferred.
  • Excellent presentation and communication skills required (both written and oral in English) for effective collaboration with Clients and internal teams.
  • Proven ability to provide exceptional customer service, ensuring client needs are met and issues are resolved promptly and effectively.
  • High attention to detail to ensure accuracy in documentation and processes.
  • Proven ability to manage quoting, ordering, and procurement processes.
  • The ability to effectively prioritize tasks and manage time in high-pressure situations.
  • Effective problem-solving skills to address and resolve issues promptly.
  • Analytical mindset to identify opportunities for process improvements to enhance efficiency and service quality.
  • Demonstrates a strong sense of ownership by taking responsibility and accountability for their tasks and projects, ensuring they are completed accurately and on time while proactively addressing any challenges that arise.
  • Global teamwork abilities and the ability to work in the office at least 2 days per week.
  • Some flexibility for early or late calls on occasions with global colleagues or vendor partners will be required.
What We Are Not Looking For
  • Not an Account Manager or Sales target role – the role will work closely with the Sales team in a client engagement capacity.
  • Not a Technical Account Manager or Pre-sales role – a handoff to Technical Consultant for pre-sales queries or technical scoping activities.
  • Not a Project Manager – this role will work closely with Project Managers and technical teams in the deployment of new services.
  • Not a Commercial Manager – this role will work closely with the Commercial Manager regarding complex commercial activities.

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