Customer Experience Strategist

2 days ago

Australia beBeeCustomer Full time $120,000 - $150,000

About the Role:

The Customer Experience Strategist will be responsible for building lasting relationships with customers by advising and equipping them to achieve their customer experience vision. They will serve as a customer advocate, recommending, orchestrating, and ensuring adoption of strategies, products, and services that help customers rapidly realize business outcomes.

Key Responsibilities:

  • Manage a portfolio of customers as their primary point of contact throughout the customer journey
  • Develop strategic plans that outline mutual success based on customers' business value drivers, success criteria, and KPIs
  • Promote the adoption and use of product features, functionality, and services to achieve key business objectives
  • Establish a regular cadence of executive business reviews to track progress against objectives
  • Drive continuous improvement of customer advocacy measures
  • Prepare and deliver territory plans to define account strategies and align resources
  • Collaborate with adjacent functions at key points of the customer journey to ensure value delivery, go-live progress, renewals, and growth
  • Support ad-hoc duties as directed by management
  • Contribute to internal strategic initiatives and continuous improvement programs

Requirements:

  • 7+ years' experience in a technology-related field
  • Bachelor's degree in a technology- or business-related field
  • Familiarity with CX to drive a consultative approach to customer interactions
  • Strong ability to build relationships and proactive engagement using digital touch capabilities
  • Ability to manage multiple actions across an assigned customer base
  • Excellent interpersonal and presentation skills, both written and verbal
  • Positive attitude and high willingness to learn
  • Experience with productivity tools (PowerPoint/Excel/Word) and CRM tools; familiar with Salesforce and Gainsight, online communities and social platforms
  • Experience working with SaaS contact center platforms and advising on the use of digital channels/omnichannel interactions
  • Experience advising customers on the use of AI tools and applications

About Genesys:

Genesys empowers organizations worldwide to create the best customer and employee experiences. The company's AI-powered platform connects people, systems, data, and AI to drive loyalty, growth, and retention while increasing operational efficiency.

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