Content Guru is a leading provider of cloud communications solutions. We help businesses across the globe to enhance their customer engagement and experience.
Requirements
- Minimum Experience: Experienced
- Fluent Dutch and English
- Previous experience in a selling and delivering consultancy services / professional services
- Demonstrable interest and experience in selling a product or concept
- Proven track record of delivering transformation change projects through stakeholder management
- Experience in implementing customer satisfaction frameworks and insight analysis
- Passionate about using technology to drive CX
- Bachelor’s degree/equivalent or significant equivalent work experience
Benefits
- Customer relationship management
- An ambassador for the Content Guru carpet customer experience across all customer-facing departments
- Identify and propose customer success criteria and CX/UX opportunities within the bid process
- Proactively work with key customers to understand their industry, value drivers and business processes and enable them to optimise their storm solutions, the trusted and valued partner
- Train, coach and mentor colleagues across the organisation in customer success drivers and framing CX/UX
- Proactively organise and host customer workshops which directly address the customer’s key challenges, providing solutions which deliver their required outcomes
- Adoption, utilisation and customer satisfaction
- Understand the technical side of the storm solutions to proactively work with customers to share best practice and how to, enabling first time resolution
- Identify customer’s usage and adoption of the solutions they have and identify opportunities
- Focus on optimising the existing products and solutions through the delivery of professional service days each month
- Identify synergies between customer aspirations and solution capabilities now and in development
- Drive customer satisfaction, working with teams across the critical moments in the customer lifecycle to address areas of development and recognise what great looks like
- Demonstrate the impact of our products and services through capturing success outcomes across all customer engagements and share with commercial colleagues
- Identify opportunities where we can provide additional value for customers in sharing and leveraging CX, deployment and UX best practice
- Work closely with marketing teams to showcase our products and services, case studies and facilitating reference opportunities
- Proactively identify, seek and position external review sites (i.e. Gartner and G2) to weekly reviews from your respective sectors/territories
- Driving improvements
- Hold lesson learnt sessions across functions to identify areas for improvement
- Set targeted action plans to address areas for improvement (i.e. sentiment) root cause and work across functions to ensure ownership and delivery of these
- Take personal ownership of customer escalations and paint points, working across functions to overcome these and improve our CX
- Provide weekly review of customer success impacts and how you’ve driven improvements for the organisation (consult, build, run) and customers and present within commercial all-hands
- Research and Insight
- Proactively identify key research that enables you to maintain knowledge as a CX/UX industry expert
- Actively seek insight during all customer interactions, enabling us to enhance our understanding of the customer, sector or challenges, sharing this with key internal stakeholders
- Challenge blockers internally that get in the way of delivering a leading CX/UX that supports retention and growth, working with colleagues to find quick workarounds and solutions to these
- Complete customer (Internal and external) reviews to identify win/loose customer trends and feed into the customer success framework
