The Customer Success/Experience Specialist is responsible for ensuring that customers have a positive and satisfying interaction with a company's products or services. Their primary focus is on understanding customer needs, addressing concerns, proactively assisting customers to achieve their goals and gathering customer feedback and insights to improve products, services and customer interaction channels. Additionally, they will be responsible for training and empowering team members to deliver exceptional customer experiences.
**Key Responsibilities**
**Customer Experience Design & improvement**:
- Map out the entire customer experience journey throughout the sales and operations process.
- Identify pain points and opportunities for improvement, implementing solutions to enhance customer satisfaction.
- Utilize Hubspot to design and implement an efficient automated ticketing system, creating a foundation for the entire customer service department.
- Streamline processes to ensure prompt and accurate customer issue resolution.
- Collaborate with the marketing team to integrate the customer experience seamlessly within the marketing funnel.
- Ensure that the experience of new leads aligns with our customer-centric approach, fostering a positive impression from the start.
- Determine triggers within Hubspot to alert relevant teams of key customer touchpoints and potential issues.
- Proactively engage with customers (B2B & B2C) throughout their journey, addressing concerns and providing proactive support.
**Data Collection and analysis**:
- Design and conduct audits on the sales and operations team to assess customer service performance.
- Develop and implement periodic surveys for current and past clients and partners to gather valuable insights on their experiences.
- Creatively research lost clients to gain valuable feedback, understanding reasons for departure and opportunities for improvement.
- Gather and analyze customer feedback and insights, working with cross-functional teams to implement necessary improvements.
- Use customer insights to inform product development and marketing strategies.
- Provide specific feedback on individual contacts or deals, identifying areas of improvement and best practices.
- Offer overall feedback on repetitive customer situations, working with cross-functional teams to implement process improvements.
**Customer-Centric Culture**:
- Work closely with the CCO to foster a customer-centric culture within the organization, ensuring that customer satisfaction remains at the heart of our operations.
- Collaborate with teams across departments to ensure a seamless and consistent customer experience.
- Train and empower team members across departments to deliver exceptional customer experiences.
- Develop training modules that promote a customer-centric culture.
**Requirements**:
- 4 years of proven experience in customer success, customer experience, or a similar role.
- Bachelor's degree in Business, Marketing, or a related field.
- Proficiency in CRM systems, preferably Hubspot.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Demonstrated creativity in gathering feedback and insights from customers.
- Proficiency in Business English