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Senior Client Success Consultant
2 months ago
Senior Customer Experience Specialist
Job Category: Customer/Client Success
Requisition Number: SENIO001192
Job Overview:
The Customer Experience Specialist (CES) plays a pivotal role in cultivating a customer-focused environment and delivering an exceptional experience for our franchise partners, studio owners, and their teams.
This position is dedicated to crafting a delightful, consistent, and cohesive experience for a designated group of clients. The CES will assess customer needs and aspirations, subsequently devising and executing strategies that enhance loyalty. The primary objective is to transform customers into brand advocates.
Building strong relationships with clients is essential, as the CES will gain insights into their objectives, track progress, and propose solutions that enhance customer outcomes. Collaborating with the Strategic Account Manager, the CES contributes to customer retention and growth by ensuring satisfaction at every interaction—from onboarding to expansion.
The CES is responsible for the overall success and results of assigned customers. This includes cross-functional collaboration to guarantee service quality, identify and address risks, uncover new opportunities, maintain proactive communication, and lead regular operational reviews with clients.
Working closely with customers, the CES will optimize product utilization, recommend best practices, and ensure client success through implementation, training, and adoption.
Responsibilities & Duties:
- Enhance customer lifetime value and promote brand advocacy.
- Oversee project management and daily performance metrics.
- Manage customer success initiatives such as onboarding, training, and relationship management.
- Analyze brand performance dashboards to monitor customer health trends.
- Provide insights and solutions that deepen customer understanding, adapt to evolving expectations, seize new opportunities, and deliver top-tier customer experiences.
- Act as a customer advocate, ensuring that their voice is integral to service delivery and support.
- Guide customers through the entire process from onboarding to growth phases with our product suite.
- Encourage strategic thinking, problem-solving, and a customer-centric approach.
Qualifications and Experience Required:
- A commitment to continuous improvement and learning.
- A positive attitude and a strong customer focus.
- The ability to execute and influence across various departments.
- A passion for the ClubReady mission, products, and customers, with a vision for enhancing customer experiences.
- A proven track record in planning and executing enterprise software projects.
- Experience in customer onboarding and success management.
- Capability to build customer relationships, achieve project outcomes, and balance internal and external expectations.
- A bachelor’s degree with a minimum of 2 years of relevant experience.
- Excellent communication skills, both written and verbal.
- Strong analytical and problem-solving abilities.
- Utilizes data and analytics to inform recommendations and strategies.
Open to Remote Candidates
