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Customer Experience Manager

2 weeks ago

London, Greater London, United Kingdom Babble Cloud Full time £45,000 - £70,000 per year
Company Description

Why Babble?

Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers.

We are specialists in:

  • Microsoft Modern Work
  • Cybersecurity
  • Contact Centre Technology
  • Mobile Solutions
  • Communications & Connectivity

With nearly 15,000 customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions.

Join us on this exciting journey and let's achieve greatness together

About Us | Leading UK Cloud Solutions Provider | Babble  

Job Description

Join Our Dynamic Team as a CXM  

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we're on a mission to to be our customer's most trusted advisor for cloud-based technologies. We're looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you  

Reports to: Senior Customer Experience Manager

Role Overview

The customer experience manager is responsible for the customer experience within their dedicated accounts. You are responsible for overseeing and improving the customer journey, ensuring a positive and seamless experience at every touchpoint, from initial interactions to post-purchase support, ultimately driving customer satisfaction and loyalty.  This covers all interactions across the customer not just customer service touch points.

Key Responsibilities

Strategic

  • Champion opportunities to consistently improve the brand experience
  • Drive customer retention, reduce churn, and increase customer satisfaction
  • Understand each customer persona and their specific needs
  • Gather real time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experience
  • Ensure CSAT levels within customer base are above 4 and action responses positive and negative. Manage Trustpilot and google responses and manage accordingly
  • Establish communication mediums lines between customers and the company to ensure a smooth customer experience
  • Utilise CRM tools to monitor customer experience
  • Proactive management with accounts and ensure reactive management is in line with expectations
  • Build relationships at multiple levels within the organisation
  • Be an internal advocate and voice for the customer to enhance both the customer experience and Babble's offerings​
  • Understand the contractual position of the customer
  • Ensure data integrity of contact names, numbers and email addresses with at least annual reviews with the customer to keep this updated
  • Regular case and service review meetings at a cadence agreed with the customer
  • Identify upsell and cross-sell opportunities working closely with the account manager

Day to Day

  • Target first touch resolution for all queries
  • Oversee all implementation orders are delivered in line with expectations, know the projects in flight
  • Work with CX Executives to ensure all responses to customers are coherent, well structured and responded to with SLA
  • Maintain strong relationships within the customer
  • Own all cases and responses, use other teams to input as required
  • Ensure all customer contact details are updated in the CRM
  • Onboard new pillars to the customer ensure billing accuracy and Customer success involvement
  • Daily case reviews working with Customer Experience Executive
  • Create small orders
  • Escalation point for customer and customer executives
  • Case queue management for ALL customer cases

Commercial & Financial

  • Support account managers and product sales team with opportunities and delivery of orders, ensuring post purchase service is at babble standard.
  • Responsible for investigating, owning and resolving credit requests within the account in a timely fashion
  • Understand, maintain and report on customer contractual positions if required
  • Own cancellation cases within the customer through to resolution working with contracts admin, billing and cancellations. Delivering all communication, written and verbal in a coherent and concise manner
  • Working with Customer Success teams to define and ensure delivery of measures which increase adoption and retention
  • Working with colleagues in wider to team to improve the experience for customers in a consistent manner

Governance & Compliance

  • Ensure all SLAs are met and escalate when needed
  • Establish regular review cycles to assess product performance, lifecycle, and end-of-life planning as part of service reviews

Key Measures of Success

  • Net value retention
  • Achieve SLA targets
  • Customer satisfaction survey CSAT
  • Revenue Growth
  • EBSTA score
Qualifications

Skills Required

  • Itil Foundation
  • Strong communication skills
  • Commercially minded and proven experience.
  • Minimum 5 years of experience in a relationship role
  • Able to have difficult conversations with positive outcomes
  • Experience managing and maintaining relationships
  • Knowledge of babble processes, upsell revenue lead indicators.
  • Written, Verbal and Numerical literacy is a must
  • Must be organised and attention to detail oriented
Additional Information

Why work for Babble?

  • Company Pension -  4% Employee contribution
  • 25 days holidays + UK Bank Holidays - with increased annual leave based on length of service  
  • Life Assurance – 4x Annual Salary
  • Optional Health Insurance – Bupa
  • Optional Health Cash Plan – Health Shield
  • £1,000 payment after 10 years service
  • Bike to Work Scheme
  • Season Ticket Commuter Loan
  • Charities Trust – Donations to charities pre tax
  • Annual Company Celebrations

Hybrid-Working Policy

You will be contracted to work from the office however, Babble operates a non-contractual Hybrid Working Policy whereby you will be required to be in the office on company anchor days (Monday, Tuesday and Thursday) and will be able to work from home on Wednesday and Friday.  Unless your role has different requirements.

The recruitment journey

We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview and possibly a follow up interview and competency testing depending on the role requirements. 

Direct Candidates Only

Babble | Leading UK Cloud Solutions Provider