Senior CX Consultant

4 weeks ago

Eastern England, United Kingdom Coevolve Full time

About the Role
As a Senior CX Consultant at Coevolve, you will play a critical role in maintaining ongoing engagement with global clients and delivering exceptional client satisfaction. You will drive value across all four life cycle phases of our service offerings, with a focus on the Deploy and Manage phases. The successful candidate will have the opportunity to work with mainly mid-tier MNCs with either global or significant regional footprints.

Responsibilities
- Client Engagement: Maintain ongoing engagement with global clients, including report preparation, conducting service reviews, onboarding new clients and services, and coordinating assigned projects.
- Report Preparation and Review: 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.
- Client Service Review 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.
- Voice of the Client: Document any actions and follow-up items arising from Client Service Review meetings, ensuring they are tracked and addressed in a timely manner.
- Project Coordination: Coordinate assigned projects, ensuring they are delivered on time, within scope, and aligned with client expectations and Coevolve objectives.
- Underlay Vendor Engagement: 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.
- New Site Orders: Manage the entire process for new site orders, including reviewing requirements, quote preparation, internal approvals, ordering and procurement activities in coordination with associated vendors.
- Client Onboarding: 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.
- Client Administration: 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.
- Client Feedback Collection: Obtain, document and share Client feedback regularly, to ensure high levels of Client satisfaction are maintained.
- Service Requests: Assist in facilitating and managing service requests, ensuring timely responses to Client requests.
- Internal Team Engagement: 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.
- Continuous Improvement: Identify opportunities for improving processes and procedures, contributing to the enhancement of overall Client experience and satisfaction.

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