Strategic Customer Advocate

1 week ago

Perth, Western Australia beBeeCustomerExperience Full time $120,000 - $140,000

Customer Experience Champion

The role of Customer Experience Champion is crucial in delivering exceptional service to our customers, ensuring a seamless and positive experience that fosters strong advocacy. This individual will manage a portfolio of strategic customers, understanding their businesses, industries, and how we serve them.

Key Responsibilities

  • Serve as the primary contact for a select group of strategic customers, understanding their business and industry needs.
  • Develop deep relationships with key customer contacts and account managers.
  • Identify and implement improvement opportunities using data-driven problem-solving techniques.
  • Monitor and report on service performance, proactively identifying and resolving systemic issues.
  • Communicate effectively with customers during service disruptions and address their concerns with escalated support.
  • Analyze customer and operational data to develop insights and address root causes of issues.

Requirements

  • Proven experience working with complex, strategically important customers, understanding their challenges and needs.
  • Strong analytical skills, capable of developing insights into potential root causes of issues.
  • Proficient in Microsoft Office products, particularly Excel, and experience with CRM systems.
  • Demonstrated ability in structured problem-solving, root cause analysis, and implementing corrective actions.
  • Excellent presentation and communication skills, with the ability to influence and drive change.

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