Customer Experience Expert

Job Purpose

The Customer Experience Expert is responsible for ensuring customer satisfaction with the company products, services and experience and fostering long-term customer relationships.
  
In addition, this role is responsible for implementing strategies based on customer needs to improve satisfaction and loyalty.

Job Description

Bespineers Conduct
• Adhere to company policies and procedures, as well as applicable laws and regulations.
• Handle conflicts in a professional and constructive manner. 
• Aim for high-quality work and continuously look for ways to improve.
• Maintain a positive and cooperative attitude, such as accepting feedback politely and remaining calm and professional when faced with challenges, to contribute to a more productive and pleasant work environment.
• Work as part of a team, be willing to help others, communicate effectively and be willing to adapt to reach team goals
• Act as role models, demonstrating Bespin Motto, behaviors, and ethics that Bespin aspires to uphold.

Customer Experience
• Build and maintain strong relationships with customers by understanding their business objectives, challenges, needs and expectations to ensure their success and satisfaction.
• Develop and update customer satisfaction metrics and KPIs based on international standards and best practices.
• Enhance customer experience by analyzing the implemented processes that have direct impact on the customers and identifying their challenges and areas of improvement.
• Develop customer satisfaction surveys questionnaire to obtain their satisfaction level.
• Analyze the results of surveys and the defined metrics and KPIs and identify patterns and trends.
• Conduct root cause analysis to determine the reasons behind customer dissatisfaction and coordinate with various stakeholders to set the corrective actions.
• Engage with the customer via the various channels to address any inquiries or concerns.
• Handle customer complaints efficiently and collaborate with internal teams, such as support, product, or engineering, to ensure prompt and effective resolution of customer problems.
• Follow up with all concerned stakeholders the agreed upon corrective actions and solutions provided to the customer on a timely manner and ensure the successful closure.
• Continuously refine and optimize customer experience processes and methodologies to improve customer satisfaction and achieve business objectives.

Reporting
• Prepare regular reports and presentations to communicate customer health and progress to internal stakeholders.
 

Job Specification

Education
• Bachelor’s degree in business management, computer science or any related field

Professional Certifications 
• Public cloud platforms (Preferred)
• Customer Success Association (CSA)
• Salesforce Certified Customer Success Manager (Preferred)

Knowledge & Experience
• Cloud and related products knowledge
• Data Analysis and Reporting
• CRM systems and PM tools
• Business Development
• Customer Facing Experience