Contractor Customer Experience Specialist

Role Overview

• Manage and optimize client experience initiatives.
• Develop customer success strategies.
• Map client journeys.
• Ensure exceptional service delivery across all touchpoints.

Key Responsibilities

• Develop roadmap for customer success initiatives and implementation.
• Integrate customer experience strategies with service team operations.
• Create and maintain client journey mapping.
• Conduct quality assurance for client journey maintenance.
• Oversee communications quality assurance processes.
• Identify and present growth opportunities based on client insights.
• Manage sales pipeline according to SLAs.
• Maintain lead score history for ROI measurement and analysis.
• Collaborate with sales and service teams.
• Analyze and document customer feedback.
• Analyze customer data and implement improvements.
• Referral partnerships.

Requirements

• 2-3 years of experience in marketing.
• Experience in customer experience or customer success roles.
• Pro-active strategic and analytical approach.
• Excellent communication and interpersonal skills.
• Experience with CRM systems and customer journey mapping.
• Knowledge of SLA management and performance metrics.
• Ability to work independently and manage multiple projects.
• Proven ability to succeed in cross-functional roles.
• Proficiency in data analysis and reporting tools.
• English language proficiency required.

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