Customer Experience Director
5 days ago
We are seeking a highly skilled Customer Experience Director to join our team at The Candidate Recruitment Agency. In this role, you will be responsible for managing relationships with high-profile clients and working closely with various departments to address customer issues.
About the RoleThis is a dynamic position that requires excellent communication and problem-solving skills. You will work alongside talented individuals from diverse backgrounds and enjoy a healthy work/life balance through flexible work arrangements.
Key Responsibilities- Provide exceptional service in handling and resolving customer inquiries.
- Collaborate with Sales, Accounting, Engineering, and Customer Support teams to address customer issues.
- Understand and confidently explain the platform's features and benefits.
- Assess, clarify, and validate customer needs to achieve land and expand goals.
- Manage relationships with priority clients.
- Champion customer feedback internally to enhance service.
- Deliver, measure, and communicate ROI throughout the customer lifecycle.
- Accurately forecast revenue within your accounts to meet KPIs.
- Organize and track projects within the Customer Success team.
- Participate in forums, feedback sessions, and collaborative efforts to improve processes.
- A competitive salary of £60,000 per annum.
- A MacBook Pro and relevant Apple accessories.
- 34 days holiday (25 days annual leave, birthday, and 8 bank holidays).
- Direct managerial support via monthly 1:1 and annual 360 reviews.
- Quarterly company culture events.
- Exposure to a Manchester scale-up with progression opportunities.
- A unique and supportive culture.
- Degree and/or 3+ years of account management or customer service experience.
- Understanding of cloud solutions, preferably in the IT sector.
- Ability to assess customer needs and deliver appropriate solutions.
- Professional business manner with the ability to interact with executives.
- Strong time management, workload management, and attention to detail.
- Excellent verbal and written communication skills.
- Experience with Salesforce or other CRM systems is desirable.
- Resourceful with strong problem-solving skills.
- Enthusiastic, with a strong work ethic and positive attitude.
- Excellent listening, negotiation, and presentation skills.
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