Customer Experience Specialist - Remote

Overview

We’re looking for a passionate CX Specialist to develop and support the CX partnership strategy for premier clients in collaboration with account managers and other internal stakeholders. You will capture the voice of the customer to help them to make informed business decisions whilst feeding back insights to continuously optimize ESW’s product roadmap.

In Short

• Lead a portfolio of key clients, ensuring they consistently see outstanding growth through ongoing engagement, performance review, and ESW’s customer-centricity strategy.
• Cultivate a customer-centric approach with your client relationships to ensure the VOC is a key driver in partnership decisions.
• Partner with the relevant internal functional owners to ensure overall performance to client contract, SLA’s, and ESW business goals.
• Drive account improvement initiatives in the areas of optimization and customer centricity to help deliver tangible and impactful results to our premier clients.
• Liaise with internal departments to ensure that any client issues are dealt with in a timely and efficient manner.
• Be a trusted advisor and catalyst for extraordinary growth for your clients.
• Become an expert on the client’s industry and business to ensure we are bringing the best solutions and programs to increase revenue.
• Participate in the MBR/QBR process with clients and internal collaborators.
• Monitor and analyze client forecasts, trends and KPIs, communicating the relevant impact to internal stakeholders.

Requirements

• 3+ years of relevant business or professional experience in customer service and/or client management.
• Bachelors Degree or equivalent experience required.
• Previous experience working in a customer facing role focusing on client success and customer experience.
• Ability to drive customer and client success in a relevant industry/field.
• Knowledge of the B2C e-commerce industry within an on-line retail environment.
• Strong business insight and commercial skills, with demonstrated success in managing client contracts.
• Proficient in conducting workshops for Clients to establish future road-map schedules for customer success.
• Excellent relationship building and influencing skills.
• Excellent written and oral communication skills including strong presentation skills.

Benefits

• Competitive salary and benefits: Your financial well being is important to us. Join ESW and experience the satisfaction of being rewarded for your hard work, dedication and commitment.
• Professional and personal development: Find your spark and leave your mark. We will ensure your talent is nurtured and cultivated for growth and success throughout your career with ESW.
• Hybrid Working: Our Hybrid Working Model empowers you to embrace the flexibility of hybrid working and enjoy the best of office and remote work.
• Diversity, Belonging & Inclusion: When we win, we win together. You'll be part of a culture that values every individual for who they are, fostering an environment where uniqueness is encouraged.