Team Leader Customer Experience (Temporary)
We are DemandScience, a global company which never stops innovating in our mission to provide the healthiest and most predictive global B2B data and intelligence for our customers. Our clients include sales and marketing professionals at global companies. Excellent execution is in our DNA. We provide innovative AI-analytics merged with enriched data to identify your next in-market prospects and customers at scale.
This Job Contributes to the Company Mission By:
Working with Customer Experience (CX) Management to execute CX strategies to support the performance and development of team members. In addition, the Team Leader Customer Experience manages and retains a portfolio of accounts which impact the achievement of profitability and growth objectives for the Company.
What you will do:
* Mentor and motivate CX talent to meet performance expectations to include sharing best practices for managing campaigns through entire lifecycle (discover, setup, progression, reporting and renewal) to enhance their skills and professional development.
* Collaborate with the management team to ensure that the CX Team exemplifies a commitment to delivering exemplary customer satisfaction.
* Serve as local escalation path for campaign and process issues to include developing potential solutions and formulating a strategy with the CXM to address the issue(s) and participate in client calls as necessary.
* Partner with Sales to develop account strategies to ensure alignment with customer needs, enhance resource utilization and improve execution on campaigns.
* Collaborate with Training to support knowledge of relevant Company processes, procedures and product solutions to ensure uniform understanding, enhance efficiency and empower team to resolve issues.
* Implement process improvements and procedures to create efficiencies to enhance team productivity and improve client relationships.
* Report on team progress, achievements and areas for improvement to local management.
* Liaise between team members and local management to ensure clear and effective communication among the team and provide feedback to resolve issues, roadblocks and conflicts.
* Serve as the primary point of contact for existing clients as it relates to the campaign lifecycle.
* Analyze all client programs prior to launch for clear goals and objectives by engaging other key teams.
* Execute efficient launch of campaigns and monitor progression daily to ensure completion by target end date.
* Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs.
* Ensure proactive touches with clients are happening at various stages including client calls on a weekly or bi-weekly cadence to nurture accounts to identify and eliminate risk of attrition and ensure clients are educated on new features, releases and solutions.
* Capture client feedback and convey internally to relevant stakeholders to enable ongoing improvement and remediate issues to ensure a successful renewal.
Qualifications
* Bachelor's Degree Marketing, Sales or related discipline Preferred.
* Equivalent combination of education and Customer Experience work experience Required.
* 3-4 years Sales and/or Customer Experience managing a portfolio coupled with mentor/coaching experience Required.
* Experience with SaaS/business intelligence platforms Preferred.
* Established coaching skills with the ability to provide constructive feedback and create development action plans.
* Demonstrated success and an ability to influence and lead department initiatives utilizing effective communication and presentation skills to coach team members to deliver their best work and present information in a clear, concise format.
* Results-driven approach with a strong commitment to fostering a positive, collaborative environment with highly motivated talent that exhibit a commitment to the Company’s core values.
* Adaptable and resilient in a fast-paced environment.
* Demonstrate good judgement, problem solving skills and critical thinking to make strategic decisions for business operations and CX talent development.
* Ability to manage multiple priorities and prioritize effectively.
* Proven business acumen with a deep understanding of the sales process.
* Experience with business plan development, execution and management to include program measurement and analytics not limited to utilization, forecasting and renewals.
* Ability to work toward goals, meet deadlines, and contribute positively to the team environment with a proven track record of meeting goals on a monthly, quarterly and/or annual basis.
* Ability to articulate Company value proposition to prospects and clients.
* Skilled in the use of Microsoft Office products, collaboration tools (i.e., Slack), customer relationship management platform (i.e., Salesforce) and project management software (i.e., Monday.com).
THE GOOD STUFF!
We embrace diversity and inclusion and encourage our amazing team members at DemandScience to bring their authentic, fun selves to work every day. We offer a culture of innovation, mutual respect, support, and transparency. The competitive and comprehensive benefits our team members enjoy are designed to ensure you and your family members are healthy. Check this out!
* Paid time off.
* Workplace Flexibility.
* Peer-Appreciation Program.
* Employee Referral Program.
* Amazing offices with some of the best views in the city of London!
* Team engagement and clients’ events.
* A fast-paced, innovative culture with an open and collaborative environment, where you can make an impact.
* Ample opportunity to develop core and new skillsets and have a stake in your own success.
* Join a great organization that cares about employees!
DemandScience is proud to be an equal-opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
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