Customer Engagement Specialist
2 weeks ago
As a Customer Engagement Specialist at Snaphunt, you will play a vital role in ensuring our clients achieve maximum value from our products and services. You will be responsible for managing day-to-day client communications, supporting project initiatives, and collaborating with internal teams to drive customer satisfaction.
Key Responsibilities- Client Relationship Management: Develop and maintain strong relationships with clients across various accounts, from junior stakeholders to senior decision-makers, ensuring consistent and positive engagement.
- Account Maintenance & Growth: Identify and support growth opportunities across client accounts by understanding and assessing client needs, preparing insights and recommendations for the Head of Customer Success.
- Project Support & Coordination: Work alongside the Head of Customer Success and team members to facilitate the implementation of new client initiatives and paid projects, supporting activities such as:
- Running client meetings
- Maintaining project documentation and tracking progress
- Addressing potential risks and coordinating across teams to resolve issues
- Delivering regular status updates to clients and internal stakeholders
- Providing initial responses to inbound tickets and queries within a 3-hour response time, ensuring a streamlined follow-up process.
- Collaborating with the team to ensure client queries are addressed efficiently and comprehensively.
- Coordinating regular client touchpoints based on client categories, ensuring tailored communication strategies, preparation for meetings, documentation, and consistent follow-through on agreed actions.
- Customer Success Experience: Demonstrated experience in a customer success or client services role, ideally within a B2B SaaS or technology-driven environment, with a track record of contributing to account retention and growth.
- Strong Analytical Skills: Proven ability to quickly consume and assess new information, apply existing knowledge and problem-solving skills to clearly articulate opportunities and solutions.
- Top STEM/business degree: A relevant degree and/or experience working in an analytical role for a top-tier technology, finance, or management consultancy business.
- Communication Skills: Effective communication skills to adapt to various stakeholders, set up and facilitate client discussions, and convey complex ideas in a clear, concise manner across different channels.
- Organizational Skills: Proven ability to manage multiple tasks and maintain accurate documentation across numerous accounts, ensuring timely and reliable follow-up.
- Project Coordination: Experience in supporting project delivery and collaboration across internal teams and external stakeholders, with strong attention to detail.
- Resilience & Adaptability: Comfortable in a fast-paced environment, able to thrive with autonomy and handle challenges with a problem-solving mindset, flexible and able to adjust to changing client and business needs.
The estimated salary for this role is £55,000 - £70,000 per annum, depending on experience. We also offer a comprehensive benefits package, including health insurance, retirement plan, and generous paid time off.
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