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Customer Experience Manager

aspire cambridge
Closing date
23 Jul 2021

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Technology & New Media
Contract Type
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Job Details

Start: ASAP
Location: Cambridge
Hours: Mon to Fri Full Time
Salary: £35,000 to £50,000
Benefits: Home Working, Income Protection Insurance, Private Medical Insurance, Life Assurance Cover, 5 days annual leave plus bank holidays, Employee Assistance Programme, Bonus Scheme, Company Pension Scheme, Regular Social and Wellbeing Events

With enviable customer growth over the last 12 months and boosted through a recent acquisition our client is in a strong position to deliver significant growth in the coming years.

To support continued customer growth, our client is seeking an outstanding Customer Experience Manager to drive success with their clients, ensuring that they attain significant value from their investment in this SaaS solution.

The ideal Customer Experience Manager combines strong technical knowledge and commercial acumen alongside project management credentials and the ability to inspire customers.

Requirements for the Customer Experience Manager:

Significant experience in a customer facing project management / delivery role
Demonstrable experience of working in a SaaS based business and a service sector (Financial, Utility, Telco) business
Willing to travel (UK & Europe as required)
Excellent interpersonal and communication skills
Thorough and accurate, with good attention to detail
Ability to quickly build credibility, trust and rapport with both your colleagues and clients
Proven ability to control project cost, quality and timeline effectively would be ideal
Results oriented, resilient under pressure and energetic
Focused problem solver with the ability to implement pragmatic solutions in a business environment
Business analysis skills
Experience in start-up/entrepreneurial environment desirable Responsibilities include:

Run kick off meetings with new clients to scope out the detail of the project, identify blockers or potential issues and drive excitement in the client for the product and project
Be responsible for implementing products with the customer, including defining the configuration, planning the timelines and milestones and problem solving the overall solution
Deliver to business KPIs and ensure customer satisfaction is high Technical Support

Set up and run technical support for clients as they go live and use commercial support desk software to manage the customer communication
Become an important conduit between the client and our clients technical experts (Data Science and Engineering)
Debug and provide initial triage on client issues, solving them if possible or escalating as required Customer Service

Build strong working relationships with the main client contacts and key client specialists that support the internal team
Work alongside the client to develop KPIs, success criteria and ROI for products and monitor and manage them throughout the lifetime of the contract
Manage the invoicing for the clients and be responsible for forecasting end user numbers Team Development

Input into the team strategy & plan
Become a subject expert in the market
Ongoing account review for new opportunities, upsell and cross-sell to increase our clients ongoing revenue and footprint in the client's business If you are interested in this position, feel you have the relevant experience and skills and would like to apply, please call our team now on (phone number removed) or apply online.

Our client is an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

Aspire Cambridge is acting as an Employment Agency in regards to this Permanent opportunity
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