Client Experience Strategist

5 days ago


Los Angeles, California, United States eTek IT Services, Inc. Full time
Job Description:

eTek IT Services, Inc. is seeking a Client Experience Strategist to play a crucial role in fostering strong relationships between our organization and valued customers. This position involves understanding customer needs, ensuring product adoption, and optimizing the overall customer experience.

The estimated salary for this position is $85,000 per year, based on national averages and considering the cost of living in the area. As the face of the company to clients, the Client Experience Strategist serves as a trusted advisor, advocating for customer success and driving satisfaction through effective communication and problem resolution.

The key responsibilities of this role include:
  • Developing and maintaining strong relationships with assigned customers.
  • Conducting regular check-ins and strategic reviews to assess customer satisfaction.
  • Acting as a primary point of contact for customer inquiries and issues.
  • Identifying opportunities for upselling and cross-selling within the existing customer base.
  • Understanding the customer's business objectives and aligning our solutions accordingly.
  • Facilitating onboarding processes to ensure smooth implementation of products.
  • Training customers on product functionalities and features for optimal use.
  • Monitoring customer usage and engagement to identify areas for improvement.
  • Collaborating with the sales and marketing teams to support customer initiatives.
  • Preparing reports on customer health metrics and providing insights to management.
  • Resolving customer complaints effectively and efficiently.
  • Gathering customer feedback to drive product enhancements.
  • Conducting quarterly business reviews with key stakeholders.
  • Staying up-to-date with industry trends to provide valuable insights to clients.

Required Qualifications:

To be successful in this role, candidates should possess a Bachelor's degree in Business Administration, Marketing, or a related field, along with 2+ years of experience in customer success or account management. Proven track records of building and maintaining customer relationships, strong communication and interpersonal skills, and the ability to analyze data and identify trends are also essential. Experience with customer relationship management (CRM) software and strong organizational skills are highly desirable.

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