Job Purpose The Customer Experience Expert is responsible for ensuring customer satisfaction with the company products, services and experience and fostering long-term customer relationships. In addition, this role is responsible for implementing strategies based on customer needs to improve satisfaction and loyalty. Job Description Bespineers Conduct Adhere to company policies and procedures, as well as applicable laws and regulations. Handle conflicts in a professional and constructive manner. Aim for high-quality work and continuously look for ways to improve. Maintain a positive and cooperative attitude, such as accepting feedback politely and remaining calm and professional when faced with challenges, to contribute to a more productive and pleasant work environment. Work as part of a team, be willing to help others, communicate effectively and be willing to adapt to reach team goals Act as role models, demonstrating Bespin Motto, behaviors, and ethics that Bespin aspires to uphold. Customer Experience Build and maintain strong relationships with customers by understanding their business objectives, challenges, needs and expectations to ensure their success and satisfaction. Develop and update customer satisfaction metrics and KPIs based on international standards and best practices. Enhance customer experience by analyzing the implemented processes that have direct impact on the customers and identifying their challenges and areas of improvement. Develop customer satisfaction surveys questionnaire to obtain their satisfaction level. Analyze the results of surveys and the defined metrics and KPIs and identify patterns and trends. Conduct root cause analysis to determine the reasons behind customer dissatisfaction and coordinate with various stakeholders to set the corrective actions. Engage with the customer via the various channels to address any inquiries or concerns. Handle customer complaints efficiently and collaborate with internal teams, such as support, product, or engineering, to ensure prompt and effective resolution of customer problems. Follow up with all concerned stakeholders the agreed upon corrective actions and solutions provided to the customer on a timely manner and ensure the successful closure. Continuously refine and optimize customer experience processes and methodologies to improve customer satisfaction and achieve business objectives. Reporting Prepare regular reports and presentations to communicate customer health and progress to internal stakeholders. Job Specification Education Bachelor s degree in business management, computer science or any related field Professional Certifications Public cloud platforms (Preferred) Customer Success Association (CSA) Salesforce Certified Customer Success Manager (Preferred) Knowledge & Experience Cloud and related products knowledge Data Analysis and Reporting CRM systems and PM tools Business Development Customer Facing Experience
