Senior Customer Experience Specialist
: Job Details :

** Senior Customer Experience Specialist**

**Job Category****:** Customer/Client Success **Requisition Number****:** SENIO001192 Showing 1 location **Job Details**

**Description**

**JOB OVERVIEW:**

The Customer Experience Specialist (CES) fosters a customer-centric culture and drives a world class customer experience for our franchise partners, studio owners and their staff.

This role will create a delightful, consistent and unified experience for a portfolio of customers. This role examines the needs, desires of the customer and then creates and implements strategies that directly boost loyalty. The ultimate goal is to turn customers into advocates for the brand.

This role will build deep relationships with customers - learning their goals, measuring progress, and recommending solutions that improve customer outcomes. In partnership with the Strategic Account Manager, the CES contributes to retention and growth by ensuring customer delight at each touchpoint - from onboarding through growth.

The CES will own the overall success and outcomes of named customers. Including working cross functionally to ensure support and service quality, identify and mitigate risks, surface new opportunities, providing proactive communications, and leading regular operational business reviews with customers.

The CES works closely with customers to optimize product adoption, recommend best practices, and ensure the customer is successful through rollout, training, and adoption.

**RESPONSIBILITIES & DUTIES:**

* Raise the lifetime value of the customers and encouraging brand advocacy

* Project Management & Measurement of what is happening day to day

* Managing customer success activities like onboarding, training, customer relationships, etc.

* Maintain and analyze brand dashboards showing overall trends in the health of the customer

* Drive recommendations and solutions that deepen our customer understanding, respond to changing customer expectations, capitalize on new opportunities, and deliver industry-leading customer experiences

* Advocate for customers and ensuring VOC is factored into service delivery and support.

* Manage the end-to-end process of guiding customers from onboarding to growth phases with our suite of products.

* Encourage problem-solving, strategic thinking and customer-orientation

**QUALIFICATIONS AND EXPERIENCE REQUIRED:**

* A passion for continuous improvement and learning

* A positive mindset and customer focus

* The ability to execute and influence across the organization

* Passion for the ClubReady story, product, and customer, and a vision for how we can continue to create an above and beyond customer experience

* Strong track-record in planning and implementing enterprise software projects

* Experience onboarding customers and managing customer success

* Ability to foster customer relationships, successfully deliver project outcomes, and manage the demands of internal and external customer expectations and project team needs

* Bachelors degree with 2+ years of relevant experience

* Strong communications skills- in writing and presentations

* Strong critical thinking and problem-solving skills

* Uses data and analytics to support recommendations and strategies

****Open to Remote Candidates****

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