Our clients are looking for a focused, customer-driven professional to join their team as a Customer Success Consultant. In this role, you will work directly with our valued clients, understanding their challenges and leveraging our solutions to enhance their customer and user experiences.
As a Customer Success Consultant, you will collaborate across multiple functions to drive client success. You will be responsible for identifying growth opportunities and leading the customer satisfaction framework. The ideal candidate is a senior-level, customer-facing professional with a proven track record in delivering transformational change through strong stakeholder management.
Location:
This position is available in our clients Berkshire or Glasgow, Scotland offices. This is an office-based role, with the expectation that candidates can commute 3-4 days per week, in line with our hybrid working policy.
Key Responsibilities:
Customer Relationship Management:
- Act as a key ambassador for an exceptional customer experience across all departments.
- Identify and propose customer success criteria, as well as CX and UX opportunities during the bid process.
- Collaborate with key clients to understand their industry, value drivers, and business processes.
- Train, coach, and mentor colleagues in customer success strategies and CX development.
- Organize and lead customer workshops to address key challenges, delivering solutions that meet their desired outcomes.
Adoption, Utilization, and Customer Satisfaction:
- Understand clients' usage and adoption of solutions, identifying areas for optimization and growth.
- Focus on improving existing products and solutions.
- Align customer aspirations with current and future solution capabilities.
- Work with teams to ensure customer satisfaction throughout critical points in the customer lifecycle.
- Showcase the impact of products and services through ROI discussions in service reviews and workshops.
- Collaborate with marketing teams to highlight case studies and create opportunities for client references.
Driving Improvements:
- Lead post-project reviews to identify areas for improvement and set targeted action plans to address root causes.
- Take ownership of customer escalations, working across departments to resolve pain points and improve CX.
- Provide regular updates on how customer success initiatives are driving improvements across the organization and for clients.
Research and Insights:
- Proactively identify industry trends and maintain knowledge as a CX expert.
- Gather insights from customer interactions to improve internal understanding of client sectors and challenges.
- Collaborate with internal teams to resolve any blockers to delivering a leading CX experience.
- Analyze data to identify customer trends and share insights with relevant teams.
About You:
- Senior-level experience in a contact center or customer experience role (Head of Contact Centre, Experience, Insights, etc.).
- Consultancy experience in customer experience roles is highly desirable.
- Proven ability to innovate and drive CX improvements, demonstrating tangible results in enhancing customer experience.
- Confident presenting to diverse audiences and stakeholders.
- Skilled in creating and executing targeted action plans based on customer engagement feedback.