Customer Success Experience Consultant

We are looking for a focused, customer-driven professional to join our team. As a Customer Success Consultant you will be responsible for working directly with our valued clients to understand their challenges and leverage our existing solutions to improve their customer and user experience.,

• Act as an ambassador for the Red(wood) carpet customer experience across all customer-facing departments.
• Identify and propose customer success criteria and CX and UX opportunities within the bid process.
• Work with key customers to understand their industry, value drivers and business processes.
• Train, coach and mentor colleagues in customer success drivers and framing CX.
• 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 customer's usage and adoption of the solutions they have and identify opportunities.
• Focus on optimising the existing products and solutions.
• 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 ROI discussions in service reviews and workshops.
• 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.
Driving improvements
• Hold lesson learnt sessions across functions to identify areas for improvement.
• Set targeted action plans to address root cause and work across functions to ensure delivery of these.
• Take personal ownership of customer escalations and pain 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 (sell, build, run) and customers.
Research and Insight
• Proactively identify key research that enables you to maintain knowledge as a CX/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 that supports retention and growth, working with colleagues to find quick workarounds and solutions to these.
• Proactively analysing data to identify win/loose customer trends and sharing this insight with the relevant teams.
  
  The Customer Success Consultant works across the Content Guru functions to accelerate customer successes. You will be entirely customer-focused and be responsible for identifying opportunities for future growth and leading the Customer Satisfaction framework. The ideal candidate will be a highly experienced senior customer-facing professional with a proven track record of delivering transformation change projects through stakeholder management., Previous contact centre role or experience at a senior level i.e. Head of Contact Centre, Experience, Insights etc...
• Previous consultancy experience in customer experience roles is also be appropriate.
• We're looking for doers who innovate and improve CX and have evidenced an improved customer experience.
• Ability to present to diverse audiences, so those with previous leadership experience should do well here.
• Able to developed targeted action plans for improvement and draw out findings from customer engagement.
  
  Content Guru is a leading provider of cloud communications solutions. We help businesses across the globe to enhance their customer engagement and experience.
From our omni-channel cloud contact center solution to our bespoke integration systems, we use cutting-edge technology to transform communications and make mass personalization a reality. This includes our development of AI and propensity modelling to create the seamless end-to-end customer journeys that inspire loyalty and power the success of organizations worldwide., Content Guru is the largest privately owned provider of Contact Centre as a Service (CCaaS) in Europe. We have grown to have offices in the UK, US, Netherlands, Germany and Japan, and our award-winning proprietary cloud services now power some of the largest organisations across the globe. Operating in sectors ranging from utilities and travel through to finance and government, our clients include UK Power Networks, Rakuten, Rightmove, Interflora, Sodexo, and the National Health Service (NHS). Our mission is to enhance the way the world communicates. With our omni-channel cloud contact centre solution, storm®, we enable businesses, customers and colleagues to interact across social media, video, SMS, email, web, web chat, and emerging technologies, such as WebRTC. We connect to hundreds of external systems, including AI, information and logistics systems, to bring information and communications together and deliver the customer experience of tomorrow. We are an equal opportunities employer and consider all qualified and experienced applicants without regard to race, gender, religion, orientation, disability or any other characteristic protected by law. We are devoted to our people and pride ourselves on developing and upskilling our employees to give them the best opportunities for success.

This is an office-based vacancy and as such we expect all applicants to be willing to commute to our offices a minimum of 3-4 days per week as per our hybrid working policy.