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Customer Success Strategist

2 months ago

Reading, Reading, United Kingdom Jam Management Consultancy Limited TA JAM RECRUITMENT Full time
About the Role

We are seeking a seasoned professional to join our team as a Customer Success Consultant at Jam Management Consultancy Limited T/A JAM RECRUITMENT. As a key member of our team, you will be responsible for driving client success and enhancing customer experiences.

Key Responsibilities

Customer Relationship Management

  • Act as a key ambassador for an exceptional customer experience across all departments, fostering strong relationships with clients and stakeholders.
  • Identify and propose customer success criteria, as well as CX and UX opportunities during the bid process, ensuring alignment with client goals and objectives.
  • Collaborate with key clients to understand their industry, value drivers, and business processes, providing tailored solutions to meet their needs.
  • Train, coach, and mentor colleagues in customer success strategies and CX development, promoting a culture of excellence within the organization.
  • Organize and lead customer workshops to address key challenges, delivering solutions that meet their desired outcomes and drive business growth.

Adoption, Utilization, and Customer Satisfaction

  • Understand clients' usage and adoption of solutions, identifying areas for optimization and growth, and providing data-driven insights to inform business decisions.
  • Focus on improving existing products and solutions, ensuring they meet the evolving needs of clients and the market.
  • Align customer aspirations with current and future solution capabilities, driving innovation and customer satisfaction.
  • Work with teams to ensure customer satisfaction throughout critical points in the customer lifecycle, from onboarding to ongoing support.
  • Showcase the impact of products and services through ROI discussions in service reviews and workshops, demonstrating the value proposition to clients.
  • Collaborate with marketing teams to highlight case studies and create opportunities for client references, promoting thought leadership and industry expertise.

Driving Improvements

  • Lead post-project reviews to identify areas for improvement and set targeted action plans to address root causes, ensuring continuous quality improvement.
  • Take ownership of customer escalations, working across departments to resolve pain points and improve CX, and providing timely updates to clients.
  • Provide regular updates on how customer success initiatives are driving improvements across the organization and for clients, ensuring transparency and accountability.

Research and Insights

  • Proactively identify industry trends and maintain knowledge as a CX expert, staying ahead of the curve in terms of best practices and emerging technologies.
  • Gather insights from customer interactions to improve internal understanding of client sectors and challenges, informing business strategy and decision-making.
  • Collaborate with internal teams to resolve any blockers to delivering a leading CX experience, ensuring seamless execution and customer satisfaction.
  • Analyze data to identify customer trends and share insights with relevant teams, driving data-driven decision-making and business growth.