Customer Experience Lead

7 days ago

Sydney, New South Wales, Australia beBeeCustomerSuccess Full time $90,000 - $135,000

Job Title: Customer Experience Lead

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About the Role:

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We are seeking an experienced customer success professional to lead our team in delivering exceptional customer experiences. As a key member of our organization, you will be responsible for managing complex customer relationships and driving business growth through strategic partnerships.

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Key Responsibilities:

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  • Customer Onboarding: Develop and implement effective onboarding processes to ensure seamless integration with our products and services.\
  • Cross-Functional Collaboration: Work closely with internal teams to collect customer feedback, identify opportunities for growth, and drive business outcomes.\
  • Issue and Escalation Management: Proactively address customer concerns, assess issues, prioritize, and progress accordingly, manage critical escalations, and engage key stakeholders as needed.\
  • Account Management & Retention: Foster long-term relationships with customers, provide ongoing support, and ensure timely resolutions to their needs.\
  • Performance Metrics: Track and analyze key performance indicators, including NPS scores, customer satisfaction, and retention rates.\
  • Strategic Planning: Collaborate with cross-functional teams to develop and execute strategic plans that drive business growth and customer loyalty.\
  • Knowledge Sharing: Share best practices, industry trends, and innovative solutions with colleagues to continuously improve customer success strategies.\
  • Critical Thinking: Demonstrate critical thinking skills to resolve complex customer issues, negotiate agreements, and make informed decisions.\
  • Communication Skills: Develop and maintain effective communication channels with customers, internal stakeholders, and external partners.\
  • Emotional Intelligence: Leverage emotional intelligence to understand customer needs, empathize with their challenges, and build trust-based relationships.\
  • Business Acumen: Possess a deep understanding of business operations, market trends, and competitor analysis to inform strategic decision-making.\

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