Customer Experience Executive

1 month ago

Manchester, United Kingdom IRIS Full time

You'll play a key role in delivering top-quality calls for the Elements Customer Onboarding team, leading the way for best practices to maximize the value our customers get from Elements products and, in turn, minimizing churn. You'll support customers across various channels—prospects, new customers, and existing customers—to purchase or use Elements products and realize the value of being part of the Elements and IRIS family.

From sign-up to churn prevention and understanding whether Elements is the right fit, you'll play a key role in providing solutions to bring on board and retain existing clients. You'll also spot opportunities for growth and escalate them accordingly, working cross-functionally throughout IRIS to gather customer feedback that shapes loyalty and grows the Elements customer base.

For success in this role, you need to be excited by change, eager to try new solutions, and have a great understanding of excellent customer service.

You'll need strong product knowledge of Elements products and excellent influencing skills to drive customers to expand their usage. A key component of success will be identifying trends and insights from your activities and using those to improve the project moving forward.

 Key Responsibilities:

  • Work with the Customer Renewals Manager to evolve processes and practices that oversee customers' adoption of Elements, ensuring they are set up for success and are successfully using their Elements products.
  • Work cross-functionally with sales and marketing to contact customers who are trialing or considering purchasing Elements. You'll give onboarding calls and guidance that result in sales of Elements to digital and sales-led customers. ️
  • Work with Retentions and Migrations to identify and consult with existing customers interested in Elements, tracking and managing at-risk clients through to a successful resolution for both the customer and the business.
  • Proactively use insights gained across all three streams to improve customer sign-up and retention by feeding back results, suggestions, and verbatim feedback to the Customer Renewals Manager.
  • Other duties as assigned.

 Requirements:

  • Sales or customer support experience in a contact center environment; target-driven, self-motivated, and able to work in a fast-paced, constantly changing environment.
  • Excellent communication skills and a strong customer service background. ️
  • Ability to switch tasks and focus on different customer segments—from prospects to onboarding and migration, then renewals—ensuring all aspects of the customer journey are covered.
  • Committed to a relentless focus on the right solution for the customer. ✔️
  • Willingness to learn new products and understand the customer’s journey.
  • Self-motivated and adaptable to work independently or as part of a team.

 Key Competencies:

  • Customer Service focused
  • Proven track record in achieving targets
  • Clear and concise communication skills—both verbal and written
  • Adaptable to change and eager to explore new ideas
  • Good interpersonal skills
  • Resilience
  • Flexibility

Please note:
We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.

For UK candidates only:
Please note we are only able to accept candidates that are permanent UK residents or have proven permanent right to work in the UK.

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