Customer Experience Director

5 days ago


Manchester, United Kingdom The Candidate Recruitment Agency Full time

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 Role

This 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.
What We Offer
  • 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.
Requirements
  • 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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