Customer Experience Manager (CXM)

Join Our Dynamic Team as a Customer Experience Manager (CXM)! 🌟 

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!  

Reports to: Senior Customer Experience Manager

The customer experience manager is responsible for the customer experience within their dedicated accounts. You are responsible for overseeing and improving the customer journey, ensuring a positive and seamless experience at every touchpoint, from initial interactions to post-purchase support, ultimately driving customer satisfaction and loyalty. This covers all interactions across the customer not just customer service touch points'

Key Responsibilities:

Strategic

• Champion opportunities to consistently improve the brand experience
• Drive customer retention, reduce churn, and increase customer satisfaction
• Understand each customer persona and their specific needs
• Gather real time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experience
• Ensure CSAT levels within customer base are above 4 and action responses positive and negative. Manage Trustpilot and google responses and manage accordingly
• Establish communication mediums lines between customers and the company to ensure a smooth customer experience
• Utilise CRM tools to monitor customer experience
• Proactive management with accounts and ensure reactive management is in line with expectations
• Build relationships at multiple levels within the organisation
• Be an internal advocate and voice for the customer to enhance both the customer experience and Babble’s offerings
• Understand the contractual position of the customer
• Ensure data integrity of contact names, numbers and email addresses with at least annual reviews with the customer to keep this updated
• Regular case and service review meetings at a cadence agreed with the customer
• Identify upsell and cross-sell opportunities working closely with the account manager

Day to Day

• Target first touch resolution for all queries
• Oversee all implementation orders are delivered in line with expectations, know the projects in flight
• Work with CX Executives to ensure all responses to customers are coherent, well-structured and responded to with SLA
• Maintain strong relationships within the customer
• Own all cases and responses, use other teams to input as required
• Ensure all customer contact details are updated in the CRM
• Onboard new pillars to the customer ensure billing accuracy and Customer success involvement
• Daily case reviews working with Customer Experience Executive
• Create small orders
• Escalation points for customer and customer executives
• Case queue management for ALL customer cases

Commercial & Financial

• Support account managers and product sales team with opportunities and delivery of orders, ensuring post purchase service is at babble standard.
• Responsible for investigating, owning and resolving credit requests within the account in a timely fashion
• Understand, maintain and report on customer contractual positions if required
• Own cancellation cases within the customer through to resolution working with contracts admin, billing and cancellations. Delivering all communication, written and verbal in a coherent and concise manner
• Working with Customer Success teams to define and ensure delivery of measures which increase adoption and retention
• Working with colleagues in wider to team to improve the experience for customers in a consistent manner

Governance & Compliance

• Ensure all SLAs are met and escalate when needed
• Establish regular review cycles to assess product performance, lifecycle, and end-of-life planning as part of service reviews

Key Measures of Success

• Net value retention
• Achieve SLA targets
• Customer satisfaction survey CSAT
• Revenue Growth
• EBSTA score