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- Tasks: Lead the Customer Experience team to enhance onboarding for our SaaS customers.
- Company: Join a dynamic company focused on delivering exceptional software solutions for education.
- Benefits: Enjoy a full-time, permanent role with opportunities for growth and collaboration.
- Why this job: Be part of a passionate team dedicated to creating impactful customer experiences.
- Qualifications: Proven experience in customer support leadership and optimizing onboarding processes required.
- Other info: Work in a culture that values collaboration, inclusivity, and continuous improvement.
The predicted salary is between 36000 - 60000 ÂŁ per year.
20 January 2025
Title: Customer Experience Manager
Department: Operations
Location: Talbot Green
Full time, Permanent
Line Manager: Head of TSC Operations
Number of Direct Reports: 6
Role Overview
We are seeking a Customer Experience Manager to lead the Customer Experience team in delivering a seamless, world-class SaaS onboarding journey for our customers. Your primary focus will be on developing and implementing strategies that enhance the onboarding process and creating engaging, impactful content both during the onboarding process and throughout the customer journey. Exceptional interpersonal skills are crucial for this role, as teamwork and collaboration are essential to driving business success.
Key Responsibilities:
Create, implement, and evolve the customer onboarding process and customer journey to promote our self-serve SaaS model.
Develop and refine all onboarding tools, such as video content, help guides, and in-product support.
Identify inefficiencies in customer support, promoting value-add contact deflection and reducing inbound contact demand.
Leverage CRM systems and other business tools to track customer interactions and gain customer insights.
Provide strong leadership and direction to the Customer Experience team; ensuring excellent customer experience, onboarding, and training for all customers who have adopted our software solutions, such as MyConcern, Class Charts, and Provision Map.
Ensure delivery of performance using the agreed performance framework of Quality and Productivity against the team’s KPIs.
Mentor, train, and coach Customer Experience team members on content creation and training delivery.
Create, maintain, and deliver new starter induction and refresher training on all products.
Ensure all onboarding, contact strategies, and training delivery is completed to the highest possible standard by the Customer Experience team.
Act as a point of contact for key client accounts, product issues, and complaints as appropriate, resolving them in an efficient and timely manner.
Support the analysis of MI data, customer surveys, and all other forms of feedback to help form a comprehensive view of customer onboarding and in-life usage.
Responsible for delivering a world-class NPS (Net Promoter Score) on the back of all customer interactions completed by the Customer Experience team.
Effectively collaborate with other internal departments (e.g., finance, sales, technical support) to support positive customer experiences.
Manage poor performance using the Disciplinary and Performance Improvement Procedure, ensuring this is fully evidenced and documented.
What You Will Need to Succeed:
Experience:
Proven track record as a Customer Support/Care/Experience Team Leader or similar team manager role.
Experience in designing, implementing, and optimizing customer journeys or onboarding processes.
Ability to translate customer insights into actionable strategies.
Superb interpersonal and leadership skills, with a good understanding of management practices and techniques.
Experience delivering against a defined set of KPIs.
Product and business knowledge to fully support the Customer Experience team in effectively delivering on customer requirements.
Ability to communicate effectively with a diverse range of stakeholders, colleagues, and customers.
Must be an excellent communicator both verbally and written.
Problem-solving skills for resolving complaints and complex queries.
Excellent organizational skills for managing multiple projects and tasks simultaneously and prioritizing workload.
Aptitude in using software products of varying complexity.
Values and Ways of Working:
We work together: Committed to building a trusting and open culture. Welcomes feedback with an open mindset. Supports others in testing and learning from mistakes positively.
We include everyone: Naturally collaborative and ensures inclusivity to take full advantage of cognitive diversity. Empathetic and supports growth with honesty.
We take ownership: Tackles complacency, moves things forward, and doesn’t leave corrections to others. Agile and progressive in approach.
We never stand still: Agile and innovative, asking “how can we” rather than “why can’t we.” Focused on incremental improvements and creating greatness.
We do it for them: Passionate about creating an environment where everyone is motivated and empowered to do their best work, ensuring ultimate value for teachers, students, and parents.
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Customer Experience Manager employer: The Recruiting Team
Contact Detail:
The Recruiting Team Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Familiarize yourself with the SaaS onboarding process. Research best practices in customer experience management and be ready to discuss how you can implement these strategies at StudySmarter.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Be ready to explain how you foster collaboration and inclusivity within your team.
✨Tip Number 3
Understand the importance of KPIs in customer experience roles. Be prepared to discuss how you've used data to drive improvements in customer journeys and how you plan to achieve performance targets.
✨Tip Number 4
Highlight your problem-solving abilities by sharing specific instances where you've resolved complex customer issues. This will demonstrate your capability to handle challenges effectively in a fast-paced environment.
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, onboarding processes, and team leadership. Use specific examples that demonstrate your ability to enhance customer journeys and deliver against KPIs.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience and your understanding of SaaS onboarding. Mention specific strategies you have implemented in the past and how they could apply to this role.
Showcase Interpersonal Skills: In your application, emphasize your interpersonal and communication skills. Provide examples of how you've successfully collaborated with teams or resolved customer issues, as these are crucial for the role.
How to prepare for a job interview at The Recruiting Team
✨Showcase Your Leadership Skills
As a Customer Experience Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on your approach to mentoring and coaching team members.
✨Highlight Your Customer Journey Expertise
Be ready to discuss your experience in designing and optimizing customer journeys. Share specific strategies you've implemented that improved onboarding processes or enhanced customer satisfaction.
✨Demonstrate Problem-Solving Skills
Prepare to discuss complex customer issues you've resolved. Highlight your problem-solving skills and how you turned challenges into opportunities for improvement in customer experience.
✨Emphasize Collaboration and Communication
Since teamwork is crucial for this role, be prepared to share examples of how you've effectively collaborated with other departments. Discuss your communication style and how it has helped foster a positive work environment.
