Customer Experience Manager
Hartlepool
£25,000 - £30,000 Base + Benefits
My client is a property marketing specialist, providing marketing solutions to the property industry on a global scale since 2006. They work with some of the most dominant and prestigious estate agencies around the globe.
Due to ongoing growth, they require a new Customer Experience Manager to join their team. You will be expected to work as part of a team on major projects; you will be given the opportunity to express your skills whilst working closely with in-house teams.
You'll have solid customer-facing experience and an enthusiasm and aptitude for learning. You will be taking responsibility for the onboarding and retention of customers on our state-of-the-art platform.
Responsibilities:
- Guide clients through their onboarding process, fostering open communication and trust while gathering necessary information to ensure a smooth and successful transition.
- Provide proactive and personalised support to existing clients, anticipating their needs and addressing any issues that may arise to ensure their continued satisfaction with the platform.
- Collaborate effectively with the development team, acting as a liaison between clients and developers to ensure that client requirements are understood and implemented effectively, resulting in a seamless user experience.
- Maintain accurate and up-to-date records of client information, ensuring that the AgentPlus team has all the necessary details to efficiently action client onboardings and provide ongoing support.
Skills Required:
- Data Analysis/Championing Data - analyse data to spot trends, optimise support & onboarding processes and uncover upsell/cross-sell opportunities. Champion the tracking and utlisation of data in everything we do.
- Relationship Building - foster open communication and trust with clients from the outset - maintain this during the onboarding process and beyond.
- Proactive Problem-Solving - anticipate client needs and provide timely, personalised feedback on issues raised. Continuously optimise our processes as we gain more access to data.
- Process Optimisation - regularly analyse data and feedback to identify areas for improvement. Take on feedback both internally and externally, ultimately resulting in the optimisation of our internal processes.
- Strong Collaborator - work closely with clients and internal teams/stakeholders to ensure a positive customer experience.
Desirable Skills:
- Proven experience in a customer-facing role, ideally in a SaaS or technology company.
- Strong analytical skills with the ability to interpret data and derive actionable insights.
- Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal stakeholders.
- Proactive and solution-oriented mindset, with a focus on continuous improvement.
- Experience with CRM and project management tools is a plus.