Customer Experience Specialist
1 month ago
We're Stampede, an Edinburgh-based software company that is bringing the future of technology to the hospitality sector with our guest experience & engagement platform.
As the Customer Experience Specialist at Stampede, you will play a critical role in providing exceptional customer support and experience, driving process improvements, and ensuring effective communication and collaboration between internal departments, third-party IT companies, and partners.
- Coordinate with internal departments, third-party IT companies, and partners to facilitate smooth onboarding of new customers and address technical challenges promptly.
- Utilise bug reporting and CRM data to identify trends and patterns, enabling proactive resolution of issues.
- Provide expert 1st and 2nd line support as required, especially in scenarios where capacity can be stretched such as product updates, launches, and training.
- Act as an escalation point for partners and L1 support teams.
- Streamline communication processes with third-party IT companies to minimise onboarding delays.
- Collaborate with stakeholders to optimise onboarding processes and enhance user experience.
- Identify opportunities to improve, iterate, or enhance Customer Experience.
- Maintain strong relationships with third-party IT companies and partners.
- Ensure compliance with data protection regulations when sharing information.
- Implement robust security measures to safeguard sensitive data.
A university degree in business, marketing, communications, or a related field is desirable but not essential. Certifications in customer experience/support or related areas are highly valuable.
3+ years of experience in a customer-facing role, preferably in customer experience or support within a B2B SaaS environment. Proven track record in managing customer relationships and delivering complex projects. Familiarity with customer experience tools and software. Networking Technologies - LAN/WAN and Wireless. Relationship-Building: Excellent interpersonal skills. Project & Time Management: Strong skills in prioritising tasks and managing multiple accounts.
If you are passionate about customer experience and have a proven track record in driving growth in a SaaS environment, we would love to hear from you.
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