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- Tasks: Lead the charge in revolutionizing the SaaS onboarding journey for customers.
- Company: Join a dynamic team focused on exceptional customer experiences.
- Benefits: Full-time, permanent role with opportunities for growth and impact.
- Why this job: Shape a world-class onboarding experience and empower your team.
- Qualifications: Proven leadership in customer support with strong communication skills.
- Other info: Collaborate across departments to enhance the customer journey.
The predicted salary is between 36000 - 60000 ÂŁ per year.
đź“Ť Location: Talbot Green
đź’Ľ Department: Operations
⏳ Contract Type: Full Time, Permanent
đź‘Ą Reports To: Head of TSC Operations
đź“Š Direct Reports: 6
Are you passionate about delivering exceptional customer experiences? We’re on the hunt for a Customer Experience Manager to join our dynamic team and lead the charge in revolutionising the SaaS onboarding journey for our customers.
In this role, you’ll spearhead innovative strategies to enhance customer onboarding, create impactful training and content, and ensure seamless customer interactions. If you’re a natural leader with outstanding interpersonal skills and a knack for turning challenges into opportunities, this is the role for you.
Your Role
As our Customer Experience Manager, you’ll:
- Design and implement an engaging and efficient SaaS onboarding process.
- Develop top-notch onboarding tools, including video tutorials, help guides, and in-product support.
- Analyze and improve customer support efficiency by driving value-add interactions.
- Lead and mentor a team of 6, ensuring excellence in onboarding and ongoing customer experience for solutions like MyConcern, Class Charts, and Provision Map.
- Collaborate across departments to create a unified customer journey.
- Use customer insights and MI data to refine processes and deliver outstanding Net Promoter Scores (NPS).
- Manage team performance and provide constructive feedback to foster growth and success.
What You’ll Bring:
- Experience: Proven leadership in customer support, care, or experience teams with a track record of success.
- Strategic Mindset: Skilled in designing and optimizing customer journeys and onboarding processes.
- Communication Skills: Outstanding verbal and written communication with the ability to connect with diverse audiences.
- Problem Solving: Adept at resolving complex customer issues and complaints.
- Organisation: Strong ability to juggle multiple priorities and deliver results under pressure.
- Tech Savvy: Confidence in using software products and tools to streamline processes.
Why Join Us?
This is your chance to shape a world-class SaaS onboarding experience while empowering your team and making a tangible impact on customers’ success.
If you’re ready to lead, innovate, and inspire, we’d love to hear from you.
đź”— Apply now and become part of our journey to redefine customer excellence!
Customer Experience Manager employer: Tes
Contact Detail:
Tes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Showcase your leadership skills by sharing specific examples of how you've successfully managed teams in previous roles. Highlight any innovative strategies you've implemented that improved customer experiences.
✨Tip Number 2
Familiarize yourself with the SaaS onboarding process and be ready to discuss how you would enhance it. Research common challenges in customer onboarding and prepare solutions that demonstrate your strategic mindset.
✨Tip Number 3
Prepare to discuss your experience with customer insights and MI data. Be ready to explain how you've used this information to refine processes and improve Net Promoter Scores (NPS) in past positions.
✨Tip Number 4
Emphasize your tech-savviness by mentioning specific software tools you've used to streamline customer support processes. This will show that you're not only capable but also eager to leverage technology for better customer experiences.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Experience Manager position. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in customer support and leadership. Emphasize any previous roles where you successfully improved customer onboarding processes or led a team.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience and your strategic mindset. Use specific examples from your past work to demonstrate how you can contribute to enhancing the SaaS onboarding journey.
Showcase Communication Skills: In both your CV and cover letter, make sure to highlight your outstanding verbal and written communication skills. Provide examples of how you've effectively communicated with diverse audiences in previous roles.
How to prepare for a job interview at Tes
✨Showcase Your Leadership Skills
As a Customer Experience Manager, you'll be leading a team. Be prepared to discuss your previous leadership experiences and how you've successfully managed teams in the past. Highlight specific examples where you turned challenges into opportunities.
✨Demonstrate Your Strategic Mindset
The role requires a strategic approach to customer onboarding. Be ready to share your thoughts on designing effective customer journeys and any innovative strategies you've implemented in previous roles. This will show your ability to think critically and strategically.
✨Communicate Effectively
Outstanding communication skills are essential for this position. Practice articulating your thoughts clearly and concisely. You might also want to prepare examples of how you've successfully communicated with diverse audiences in the past.
✨Prepare for Problem-Solving Scenarios
Expect to face questions about resolving complex customer issues. Think of specific instances where you successfully navigated difficult situations and be ready to explain your thought process and the outcomes. This will demonstrate your problem-solving abilities.
