Customer Success Strategist, Berkshire

2 days ago

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

We are seeking a highly skilled Customer Success Consultant to join our team at Jam Management Consultancy Limited T/A JAM RECRUITMENT. As a Customer Success Consultant, you will play a critical role in driving customer satisfaction and growth for our clients.

Key Responsibilities
  • Customer Relationship Management
    • Act as an ambassador for exceptional customer experience across all customer-facing departments.
    • Identify and propose customer success criteria, CX and UX opportunities within the bid process.
    • Work closely with key customers to understand their industry, value drivers, and business processes.
    • Train, coach, and mentor colleagues on customer success drivers and CX principles.
    • Organise and host customer workshops to address key challenges and provide solutions that deliver desired outcomes.
  • Adoption, Utilisation, and Customer Satisfaction
    • Understand customers' usage of solutions and identify optimisation opportunities.
    • Focus on maximising the value of existing products and solutions.
    • Identify synergies between customer goals and current solution capabilities.
    • Drive customer satisfaction by working across key customer lifecycle moments, addressing development areas, and defining what excellence looks like.
    • Demonstrate the impact of products and services through ROI discussions in reviews and workshops.
    • Identify opportunities to provide additional value by leveraging CX and UX best practices.
    • Collaborate with marketing teams to showcase products, case studies, and facilitate reference opportunities.
  • Driving Improvements
    • Lead lessons-learned sessions across functions to identify areas for improvement.
    • Set targeted action plans to address root causes and collaborate across teams to ensure delivery.
    • Take ownership of customer escalations, working across teams to resolve issues and improve CX.
    • Provide weekly reviews of customer success impacts and demonstrate how you've driven improvements.
  • Research and Insight
    • Proactively identify key research to maintain your knowledge as a CX/industry expert.
    • Gather insights during customer interactions to enhance our understanding of customer challenges, sharing findings with internal stakeholders.
    • Challenge internal blockers that hinder the delivery of leading CX, working with colleagues to find quick solutions.
    • Analyse data to identify trends and share these insights with relevant teams.
About You
  • Experience in a senior contact centre or customer experience role, such as Head of Contact Centre, Experience, or Insights.
  • Previous consultancy experience in customer experience roles is also suitable.
  • A proactive approach to innovation and improving CX, with proven success in enhancing the customer experience.
  • Strong presentation skills, with experience presenting to diverse audiences and leadership.
  • Ability to develop targeted action plans for improvement based on customer engagement insights.

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