Customer Engagement Specialist

2 weeks ago


Chesterfield, Missouri, United States ClubReady LLC Full time

Senior Customer Experience Specialist

Job Category: Customer/Client Success

Job Overview:

The Senior Customer Experience Specialist (CES) plays a pivotal role in cultivating a customer-focused environment and delivering exceptional service to our franchise partners, studio owners, and their teams.

This position is responsible for crafting a seamless, engaging, and cohesive experience for a diverse customer base. By understanding customer needs and aspirations, the CES formulates and executes strategies that enhance loyalty and transform customers into brand advocates.

Building strong relationships with clients is essential, as the CES will assess their objectives, track progress, and propose solutions that elevate customer satisfaction. Collaborating closely with the Strategic Account Manager, the CES is instrumental in fostering retention and growth by ensuring customer satisfaction at every interaction—from onboarding to expansion.

The CES is accountable for the overall success and outcomes of designated customers. This includes cross-departmental collaboration to guarantee service quality, identify potential risks, uncover new opportunities, maintain proactive communication, and lead regular operational reviews with clients.

In addition, the CES will work hand-in-hand with customers to maximize product utilization, suggest best practices, and ensure successful implementation through training and support.

Key Responsibilities:

  1. Enhance customer lifetime value and promote brand loyalty.
  2. Oversee project management and daily operational metrics.
  3. Facilitate customer success initiatives such as onboarding, training, and relationship management.
  4. Analyze brand performance dashboards to monitor customer health trends.
  5. Provide insights and solutions that deepen customer understanding, adapt to evolving expectations, seize new opportunities, and deliver outstanding customer experiences.
  6. Act as a customer advocate, ensuring their voice is integrated into service delivery and support.
  7. Manage the comprehensive process of guiding customers from initial onboarding to growth phases with our product suite.
  8. Encourage innovative problem-solving, strategic thinking, and a customer-centric approach.

Qualifications and Experience:

A commitment to continuous improvement and learning, coupled with a positive, customer-oriented mindset, is essential. The ideal candidate will possess:

  • The ability to execute and influence across various organizational levels.
  • A passion for the ClubReady mission, product, and clientele, 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.
  • Strong relationship-building skills to effectively deliver project outcomes while balancing 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 capabilities, utilizing data to inform recommendations and strategies.

Remote Work: Open to remote candidates.



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