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- Tasks: Lead customer success initiatives and represent customer feedback across teams.
- Company: Join Pinnacle, a company dedicated to elevating the voice of the customer.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and impact.
- Why this job: Be the champion for customers and drive meaningful change in their experience.
- Qualifications: Strong communication skills and a passion for customer satisfaction are essential.
- Other info: This is a brand-new role, offering a unique chance to shape customer success strategies.
The predicted salary is between 36000 - 60000 £ per year.
Customer Success Leader We are excited to announce a brand-new role at Pinnacle, Customer Success Leader, designed to champion and elevate the voice of the customer within Pinnacle. Reporting directly to the Managing Director, you will be empowered to entirely focus on measuring, representing and championing the customer within Pinnacle. Taking the heartbeat of our most important asset, the customer is core to this role, through NPS and CSAT surveys, acting independently with follow up, data capture and ownership Representing the customer within Pinnacle, by sharing data on satisfaction, areas for improvement, critical verbatim feedback and most importantly owning cross-functional escalations and complaints. Ownership of challenges and risks, through transparent logging, then pulling together cross-functional teams to ensure customer retention in red flag situations. The creation of this role represents a step change in our approach to customer satisfaction and retention. Learning from today is the mission to make us more successful tomorrow. Key Responsibilities Engagement Capture of cross-functional customer escalations from any team Capture of customer experience issues Engagement on 0-6 NPS feedback with verbatim comments, direct capture of issue and assessment of root cause Red flag churn risk on base, capt…
Customer Success Leader employer: K3 Capital Group Ltd
Contact Detail:
K3 Capital Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Leader
✨Tip Number 1
Familiarize yourself with NPS and CSAT metrics, as these are crucial for the Customer Success Leader role. Understanding how to analyze and interpret customer feedback will help you demonstrate your ability to champion the voice of the customer.
✨Tip Number 2
Showcase your experience in cross-functional collaboration. Highlight any past roles where you've successfully worked with different teams to resolve customer issues or improve satisfaction, as this is a key responsibility in the position.
✨Tip Number 3
Prepare examples of how you've handled customer escalations or complaints in the past. Being able to discuss specific situations where you took ownership and led a team to resolve issues will set you apart from other candidates.
✨Tip Number 4
Research Pinnacle's current customer satisfaction strategies and be ready to discuss how you can contribute to enhancing them. Showing that you understand their approach and have ideas for improvement will demonstrate your commitment to the role.
We think you need these skills to ace Customer Success Leader
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Success Leader position at Pinnacle. Understand the key responsibilities and how your experience aligns with their needs.
Highlight Relevant Experience: In your application, emphasize your previous experience in customer success or related fields. Use specific examples that demonstrate your ability to measure customer satisfaction and handle escalations effectively.
Showcase Your Skills: Make sure to highlight skills that are crucial for this role, such as data analysis, communication, and cross-functional collaboration. Provide concrete examples of how you've used these skills in past roles.
Tailor Your Application: Customize your CV and cover letter to reflect the language and values mentioned in the job description. Show Pinnacle that you understand their mission and how you can contribute to their customer success initiatives.
How to prepare for a job interview at K3 Capital Group Ltd
✨Understand the Customer's Voice
Make sure you can articulate how you would champion the voice of the customer. Be prepared to discuss your experience with NPS and CSAT surveys, and how you've used that data to drive improvements in customer satisfaction.
✨Showcase Cross-Functional Collaboration
Highlight your ability to work across different teams. Prepare examples of how you've successfully managed escalations and collaborated with various departments to resolve customer issues.
✨Demonstrate Ownership and Accountability
Be ready to discuss situations where you took ownership of challenges or risks. Share specific examples of how you logged issues transparently and pulled together teams to ensure customer retention.
✨Focus on Continuous Improvement
Emphasize your commitment to learning from past experiences. Discuss how you plan to use feedback and data to make informed decisions that enhance customer success and retention moving forward.
