The customer experience manager is responsible for working with all stakeholders to ensure continued customer satisfaction, reducing churn and identifying oportunities to increase revenue.
Descripción de la oferta -To build a rapport with allocated customers, becoming trusted advisor, broadening and deeping the experience, enabling the company to secure both existing and new revenue opportunities.
Ensure that all customers comments and sentiments are fed back into the internal teams so as to become the voice of the customer.
To work with sales manager sr to design and implement a business development plan for all allocated accounts; *Analyzing all allocated customers, identifying swot s of current experiencie with the company, in relation to the positioning against our competitors.
Assisting in developing a strategy for each Experience together with a set of goals and objetives i.e what we intend to achieve with de experience.
To identify customer needs and opportunities beyond the current transaction. *Understand the customers business; factors shaping and challenges faced in order to enable the company to meet the customer s needs.
Researching addiotional products and service opportunities and participating in their presentation to the customer in subsequent customer review meetings.
To ensure a consistent and systematic approach is taken to the management of allocated accounts. *Implementing and managing regular Customer Service Review meetings and managing completion of actions taken.
Reviewing current satisfaction levels, identifying service improvement requirements and owning these through to completion.
Ensuring that contrat terms and conditions and serive level agreements are adhered to. -Supporting the Account Managers / Directors in manaing contrat renewals.
Perfil del candidatoDemonstrable experience in a similar role. -Proven knowledge of data center, ICT, networking, managed serices, power management ir ither related disciplines.
The ability to actively listen and communcate effectively. -Ability to manage conflicts well, with tact and diplomacy. -
Analysing -Entrepreneural and commercial thinking. -Fluent english -Knowledge of Data Centers., Demonstrable experience in a similar role (4 years) -
Entrepreneural and commercial thinking. -Fluent english -Knowledge of Data Centers.