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Client Experience Specialist

1 month ago

Melbourne, Australia BoardOutlook Full time

BoardOutlook was founded in 2019 on the belief that we could build software to help more boards become great boards, for the collective benefit of directors, shareholders, employees and society as a whole. Since that time, we have worked with hundreds of boards and thousands of directors. From this work we have developed a strong conviction that every board and organisation we work with is materially better off through the use of our scalable software.

At BoardOutlook, you’ll be part of a collaborative team dedicated to making a positive impact on our clients. As a startup, we offer a dynamic environment where growth and ambition are encouraged, and where there’s ample opportunity to expand your role and evolve with the company. You’ll gain unique exposure to some of the most influential boards and senior business leaders in the region. If you’re organised, proactive, and passionate about delivering a seamless client experience, we’d love to hear from you

Below we’ve included more detail on:
Why you want to join BoardOutlook

The role (and you)

Compensation

Hiring process

Location

**1. Why you want to join BoardOutlook**:
**1.1 What we do**:
BoardOutlook is a board performance platform designed specifically to enhance board effectiveness. Through rich diagnostics and powerful analytics, we provide boards with a holistic overview of their performance, helping them to understand areas for improvement and areas to optimise. We deliver hundreds of board performance processes globally and our clients range from large listed companies at the top of the FTSE 100 and ASX 100 to public sector and not-for-profit organisations.

**1.2 Working at BoardOutlook**:
There are five values that form the foundation of our team ethos. Everyone we work with must display:
**Simplicity**: We prioritise simplicity and reduce complexity.

**Attention to detail**: Details matter, and we take pride in getting them right.

**Urgency**: We commit and execute with urgency, ensuring swift action.

**Generous investment**:We invest generously in each other’s growth and success.

**Optimism and ambition**:We pursue ambitious goals and strive for outsized wins.

The stronger the points above describe you and the kind of people you like to work with, the more likely it is you'll succeed at BoardOutlook.

**1.3 Ambitious growth plan**:
We have set ambitious targets and are well positioned to pursue rapid global and product expansion. We are already working with clients in the Middle East, North and South America, and Europe.

Joining us now means getting in at a critical stage of growth, where your contributions will have direct influence on our trajectory.

**2. The role (and you)**:
**2.1 Role overview**:
As a **Client Experience Specialist **at BoardOutlook, you’ll play a pivotal role in ensuring our clients and partners have a seamless and positive experience from onboarding through to ongoing support. Working closely with the Client Experience team, you’ll take ownership of the core logistics of the client journey, ensuring each phase is carefully managed and executed. Your critical eye for detail and proactive approach will drive continuous improvements, making you an essential partner to colleagues and clients.

The Client Experience function puts our clients and partners at the centre of our world, collaborating across the business to reduce client effort, increase value, and instil a client-centric culture.

Key aspects of the Client Experience Specialist role include:
**Client Journey Management**:
Manage the operational elements of the client journey by creating, tracking, and managing tasks in our CRM.

Ensure that all client details are meticulously recorded and updated, with all onboardings completed in a timely and organised manner.

Maintain accurate and accessible account management information, supporting efficient client interactions.

**Platform Management**:
Set up and review client profiles on the BoardOutlook platform to align with specific client needs and preferences.

Regularly monitor client activity within the platform, proactively identifying any issues or support opportunities to enhance client satisfaction.

**Client and Internal Stakeholder Management**:
Serve as a client advocate in internal projects with product, sales, and engineering teams by clearly conveying client feedback, requirements, and priorities.

Facilitate alignment between client expectations and deliverables, helping to enhance both client satisfaction and cross-functional collaboration.

**Continuous Improvement**:
Approach all work with a critical eye, identifying areas for improvement in workflows, processes, and client support activities.

Propose and implement strategies to enhance efficiency, collaborating with team members to deliver first-class support to our clients.

**2.2 Requirements**:
**Education & Experience**:
2-3 years in a client support or client facing role

Experience using HubSpot or similar CRM s