Customer Success Consultant, Berkshire - Jam Management Consultancy Limited T/A JAM RECRUITMENT : Job Details

Customer Success Consultant, SaaS, Cloud, Software Solutions, Unified Communications, Contact Center, AI, 65-75K

Our clients are seeking a focused, customer-driven professional to join their team as a Customer Success Consultant. In this role, you will work closely with our valued clients to understand their challenges and use our existing solutions to enhance their customer and user experiences.

As a Customer Success Consultant, you will collaborate across functions to accelerate customer successes. Your role will be entirely customer-centric, responsible for identifying growth opportunities and leading the Customer Satisfaction framework. The ideal candidate will be an experienced, senior customer-facing professional with a proven track record of delivering transformational change through effective stakeholder management.

Location:

This position can be based at either our clients Bracknell, Berkshire, or Glasgow, Scotland offices.

As an office-based role, we require candidates to be available for a minimum of 3-4 days per week in the office as part of our hybrid working policy.

Key Responsibilities:Customer Relationship Management:

• Act as an ambassador for exceptional customer experience across all customer-facing departments.
• Identify and propose customer success criteria, CX and UX opportunities within the bid process.
• Work closely with key customers to understand their industry, value drivers, and business processes.
• Train, coach, and mentor colleagues on customer success drivers and CX principles.
• Organise and host customer workshops to address key challenges and provide solutions that deliver desired outcomes.

Adoption, Utilisation, and Customer Satisfaction:

• Understand customers’ usage of solutions and identify optimisation opportunities.
• Focus on maximising the value of existing products and solutions.
• Identify synergies between customer goals and current solution capabilities.
• Drive customer satisfaction by working across key customer lifecycle moments, addressing development areas, and defining what excellence looks like.
• Demonstrate the impact of products and services through ROI discussions in reviews and workshops.
• Identify opportunities to provide additional value by leveraging CX and UX best practices.
• Collaborate with marketing teams to showcase products, case studies, and facilitate reference opportunities.

Driving Improvements:

• Lead lessons-learned sessions across functions to identify areas for improvement.
• Set targeted action plans to address root causes and collaborate across teams to ensure delivery.
• Take ownership of customer escalations, working across teams to resolve issues and improve CX.
• Provide weekly reviews of customer success impacts and demonstrate how you’ve driven improvements.

Research and Insight:

• Proactively identify key research to maintain your knowledge as a CX/industry expert.
• Gather insights during customer interactions to enhance our understanding of customer challenges, sharing findings with internal stakeholders.
• Challenge internal blockers that hinder the delivery of leading CX, working with colleagues to find quick solutions.
• Analyse data to identify trends and share these insights with relevant teams.

About You:

• Experience in a senior contact centre or customer experience role, such as Head of Contact Centre, Experience, or Insights.
• Previous consultancy experience in customer experience roles is also suitable.
• A proactive approach to innovation and improving CX, with proven success in enhancing the customer experience.
• Strong presentation skills, with experience presenting to diverse audiences and leadership.
• Ability to develop targeted action plans for improvement based on customer engagement insights.

We are looking for dynamic, results-oriented professionals who can lead the way in improving customer experiences and driving success.