Customer Experience Optimization Specialist

4 days ago


London, Greater London, United Kingdom Accruent Full time

**About Accruent**

Accruent is a leading provider of enterprise asset management and product lifecycle management solutions. We empower organizations to make informed decisions, optimize operations, and achieve their strategic goals.

 

**Job Summary**

We are seeking an experienced Customer Experience Optimization Specialist to join our team. As a key member of our customer support organization, you will play a critical role in designing, implementing, and optimizing omnichannel support solutions that enhance the personalized customer experience across multiple touchpoints.

 

**Key Responsibilities**

Lead the design and execution of an omnichannel strategy that enhances customer support experience across various platforms and touchpoints, including chat, portals, telephony, and email.
• Ensure seamless integration between CRM, contact center, and other platforms to drive automation and efficiency in support workflows.
• Analyze and optimize existing omnichannel platforms to improve user experience, response times, and overall support performance.
• Work closely with product support teams, IT, product managers, and external vendors to align platform capabilities with business goals and customer needs.
• Identify opportunities for automation, AI, self-service capabilities, and process enhancements to reduce ticket volumes and improve resolution times.
• Develop training materials and facilitate workshops to ensure product support teams are effectively using omnichannel tools.
• Manage relationships with technology vendors and service providers to ensure platform stability, updates, and service-level agreements are met.
• Continuously assess the customer journey and feedback to refine and improve the overall support experience across all channels.

 

**Requirements**

A minimum of 3 years of experience in customer experience roles, with at least 2 years focused on omnichannel platforms within B2B SaaS industry.
• Deep knowledge of omnichannel support platforms like Salesforce Service Cloud, or similar CRM systems, contact center;
• Proven track record of working collaboratively in a matrixed environment, building relationships, and driving results across departments;
• Proficiency in data analysis, with the ability to generate insights and reports that drive platform optimizations and process improvements;
• Experience with AI-driven customer service tools or chatbots;
• Familiarity with service-level agreements (SLAs) and key performance indicators (KPIs) related to customer support operations;
• Familiarity with Agile methodologies.

 

**Salary Range**

$120,000 - $180,000 per year, depending on experience and qualifications.

 

**Benefits**

At Accruent, we offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, paid time off, and professional development opportunities.



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