Customer Experience Strategist

2 weeks ago

Providence, United States RI Temps, Inc. Full time
Job Description

Job Description

THIS A DIRECT HIRE PLACEMENT

Title: Customer Experience Strategist

Company Description

We provide high-speed, low-cost broadband services. Our reliable and fast anywhere connectivity allows our clients to gain access to the World Wide Web with the use of our products and services.

We love what we do, and we are looking to grow our team with people who share our commitment to quality, world-class customer service, and support. It is an exciting time to join, as we are experiencing tremendous growth and demand as we move into new business sectors and expand across the US.

Position Summary:

We see a highly self-motivated individual capable of thriving in an entrepreneurial environment. This position will be responsible for developing and executing communication strategies that enhance our customers’ journey and drive engagement. The Customer Experience Strategist will also support the Sales team in solution selling to prospects, executing strategic deals, building business cases, and matching customer requirements to proposed solutions.

Responsibilities:

  • Develop and execute communication strategies that enhance our customers’ journey and drive engagement.
  • Conduct research and analyze customer behavior to identify insights that can be translated into effective communications.
  • Use data and analytics to measure the success of communication strategies and make adjustments as needed.
  • Create and maintain a consistent brand voice and messaging across all customer communications.
  • Collaborate with marketing and product teams to ensure alignment of communication strategies with overall business objectives.
  • Stay up to date with industry trends and best practices in customer experience and communication strategies.
  • Manage a team of communication specialists and provide guidance and support to ensure the successful implementation of communication strategies.
  • Develop and maintain relationships with external partners and vendors to support communication initiatives.
  • Oversee the development and execution of customer surveys and other research to gather insights and inform communication strategies, ensuring best-in-class service.
  • Analyze customer data and insights to identify opportunities for improvement and make recommendations.
  • Ensure compliance with all company and industry regulations and standards in all customer communications.
  • Partner with a Leadership team member to prepare and execute strategic deals in complex sales cycles.
  • Model the financial business case associated with each sales opportunity.
  • Successfully match customer pain/requirements to proposed solutions.
  • Create and deliver powerful presentations and demos that clearly communicate the uniqueness of the value proposition.
  • Manage all technical aspects of RFP/RFI responses.
  • Effectively communicate client needs to the R & D teams for future product enhancements.
  • Collect and document competitive intelligence.
  • Drive revenue growth by targeting new prospects and cultivating existing customer relationships to achieve high renewal rates and customer satisfaction.
  • Acquire new customers, drive revenue growth through upselling and cross-selling, and ensure customer retention.
  • Identifying and developing new methods and processes
  • Work with other departments to improve and streamline efficiencies.
  • Assist with providing advice, guidance and support to the organization regarding functions.

Education and Experience:

· BA/BS degree or equivalent, preferably with a numeracy base.

· Strong mathematical skills.

· Proven track record selling complex enterprise solutions.

· Solid customer service and technical background with understanding and/or hands-on experience in software development and web technologies.

· Excellent presentation and creative skills.

· 3+ years of professional experience in the implementation, administration, upgrading and/or support of Salesforce CRM or similar SQL database.

· Experience in project management, data processing/management, and software development preferred.

· Experience in computer software.

· Ability to work independently and handle multiple projects.

· Ability to lead a team.

Knowledge, Skills and Competencies:

  • Enthusiasm for and positive representation of the companies, goals, and culture.
  • A strong leader who can influence, guide and direct team members to success.
  • Motivated, proactive, and organized self-starter able to wear many hats.
  • Ability to work under pressure, handle multiple priorities.
  • Demonstrated time management and prioritization skills with a high level of productivity and accuracy.
  • Ability to follow multi-level processes accurately and within standard timeframes.
  • Proven ability to coordinate assignments with minimal supervision.
  • Strong communication skills, written and oral.

· Excellent presentation and creativity skills

· Able to problem solve.

· Proficient with Microsoft Office Suite (Word, Excel, PowerPoint).

  • Knowledge of database administration and reporting (Access, Demand Tools, etc.)
  • Experience with customer relationship management systems (Salesforce).

Physical Demands and Work Environment:

  • Work environment is an office environment.

· Must be able to sit, bend, utilize stairs, lift etc.

· High utilization of office equipment, computer, phone.

NOTE: This job description is only a summary of the typical functions of the job and is not intended to be a comprehensive list of all job responsibilities, tasks, and duties. Employees may perform other related duties as assigned to meet the ongoing needs of the organization.

Company Description

Your Complete Satisfaction is Our Number One Goal
Since 1978, we have specialized in supplying temporary and direct hire staffing to Rhode Island corporations of all types - including banks, hospitals, manufacturing firms, colleges, professional and legal firms, and governmental agencies.

Company Description

Your Complete Satisfaction is Our Number One Goal\r
Since 1978, we have specialized in supplying temporary and direct hire staffing to Rhode Island corporations of all types - including banks, hospitals, manufacturing firms, colleges, professional and legal firms, and governmental agencies.

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