Chief Customer Experience Officer

2 weeks ago

Melbourne Sydney Canberra, Australia beBeeAdvocate Full time $120,000 - $180,000
Customer Experience Champion

The Customer Experience Champion plays a pivotal role in establishing lifelong relationships with customers. By advising and equipping them to achieve their customer experience vision, this position ensures seamless adoption of the right strategies, products, and services.

This champion serves as the customer's advocate and champion throughout their journey. Working closely with related business functions, they ensure customer onboarding, adoption, retention, and revenue growth.

  • Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey.
  • Understand customers' business value drivers, success criteria, and KPIs to develop Customer Success Plans.
  • Prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes.
  • Establish a regular cadence of Executive Business Reviews with the customer to track progress towards stated business objectives.

This role requires strong relationship-building skills, proactive engagement using digital touch capabilities, and excellent interpersonal, presentation skills – both written and verbal. Experience working with SaaS contact centre platforms, advising customers on use of digital channels and/or omnichannel interactions, and AI tools and applications is highly desirable.

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