Senior CX Consultant

4 weeks ago

London, Greater London, United Kingdom Coevolve Full time
Job Title: Senior CX Consultant

Job Summary:

We are seeking a highly skilled Senior CX Consultant to join our team at Coevolve. As a Senior CX Consultant, you will play a crucial role in maintaining ongoing engagement with our clients and delivering exceptional client satisfaction.

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 in the IT&T industry
* 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 able to meet with the London from time to time
* Some flexibility for early or late calls on occasions with global colleagues or vendor partners will be required. We try to design good processes and leverage global Coevolve colleagues to keep this to a minimum but some flexibility within total working hours is needed in an international environment like ours.

What We Offer:

* As a global company, you'll gain exposure to global knowledge and experts in the field
* We offer remote working for this role to support work-life balance

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