Drive Customer Satisfaction and Growth

5 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $80,000 - $124,999
Customer Experience Specialist

We are seeking an experienced Customer Experience Specialist to join our team.

The successful candidate will be responsible for managing smooth transitions from sales to installation, fostering positive relationships with clients and ensuring high satisfaction, retention, and adoption.

As a key member of our customer success team, you will act as an advocate for customers through cross-departmental communication between Services & Support. You will build trusted, strategic advisory relationships with clients to drive continued value from our products and services.

You will collaborate with clients to set critical goals and KPIs, supporting them in achieving their objectives. You will identify and develop potential upsell opportunities, provide valuable product feedback and recommendations to the product team, and manage customer escalations effectively.

In addition, you will lead and refine world-class processes for Customer Experience.

  • Previous experience in Customer Experience, particularly in QSR, Restaurant/Retail operations or a track record of driving customer satisfaction, adoption, and retention.
  • Ability to train customers on using the DTiQ platform and maximizing its performance improvement capabilities. A strong passion for Customer Experience.
  • Proven success in delivering continuous value to products and services.
  • Experience working with clients of all sizes and confidently leading large groups of learners.
  • Exceptional written and verbal communication and presentation skills.
  • Detail-oriented and analytical mindset.
  • A true team player who treats everyone with respect.

Requirements:

  • SaaS experience including organizing QBRs and working closely with the Sales and Product teams.
  • Over 3 years of QSR/Retail management experience.
  • Experience managing large enterprise accounts as a CSM.
  • High attention to detail and task execution.
  • A sense of urgency in completing tasks.
  • A positive, collaborative mindset.
  • Ability to excel in a fast-paced environment.

Preferable:

  • Proven track record of driving growth in a $25M+ SaaS company.
  • Bachelor's degree or at least 5 years of relevant experience or a combination of equivalent education and experience.

Additional Requirements:

Australian driver's license and appropriate work status eligibility Police checks conducted on all staff prior to offer of employment


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