Customer Experience Specialist

hace 2 meses

Guadalajara, Jalisco, México Valce Talent Solutions A tiempo completo

Position Overview

The Client Success Partner oversees a portfolio of accounts, ensuring an exceptional customer experience by measuring NPS, net revenue retention, referrals, and product usage indicators.

This role is the key contact point for customer relationships on Diligent products, performing hands-on account management activities and collaborating with other team members to coordinate successful customer onboarding, training, and ongoing relationships.

Key Responsibilities

  • Renew and grow customer accounts by anticipating needs, using technology and automation to provide an excellent customer experience, measured by revenue retention and customer product usage.
  • Collaborate with the Digital and Marketing teams to create proactive digital communications, including events, office hours, newsletters, and other resources.
  • Increase client satisfaction with Diligent measured through Net Promoter Score.
  • Collaborate internally to be the voice of the customer across departments, including sales, expansion, services, marketing, finance, customer transactions, and operations teams.
  • Be heavily intertwined with the Expansion Sales team in spotting, qualifying, and passing on expansion leads.
  • Build and maintain strong direct client relationships with key stakeholders and retain those relationships.

Required Experience/Skills

  • Excellent communication and relationship management skills, with the ability to manage multiple stakeholders and high-level executives.
  • Strong data analysis and creative problem-solving ability, with a natural curiosity around the client's business needs.
  • High level of resilience and a positive attitude when faced with adversity.
  • Passionate about technology with a solution-centric mindset and identifying solutions to make customers successful.

Preferred Experience/Skills

  • Fluency in additional languages to English.
  • Creativity is ingrained in our culture. We are innovative collaborators by nature.
  • We care about our people. Diligent offers a flexible work environment, competitive vacation policy, and meeting-free days across the company.
  • We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, and Sydney.

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