Customer Experience Specialist

Role Overview :

The Customer Experience Specialist plays a pivotal role in driving customer satisfaction and loyalty for managed services clients. This involves managing customer relationships, pipeline management, invoicing support, contract renewals, and reporting enablement.

Main Responsibilities :

• Manage customer interactions to ensure seamless service delivery and initiate improvement plans where necessary.
• Support contract lifecycle activities including renewals, amendments, and upsell tracking.
• Coordinate reporting packages and dashboards for customers.
• Maintain accurate pipeline data across various tools.
• Act as a liaison between account executives, service delivery, sales, and finance teams.
• Track and manage customer success plans and improvement plans in back-office systems.
• Support account executives and customer success managers in meeting preparation, scheduling, and client follow-ups.

Required Skills and Qualifications :