We are seeking a dynamic and skilled professional to join our team as a Customer Experience & Administrative Specialist. This role blends strategic leadership in customer success with hands-on administrative responsibilities, ensuring seamless client interactions, optimized processes, and efficient operations. The ideal candidate is highly organized, proactive, and experienced in driving customer satisfaction and operational excellence, particularly within IT or MSP environments.
Key Responsibilities
Customer Experience Leadership
● Act as the main point of contact for clients, fostering strong relationships and ensuring an exceptional onboarding experience.
● Develop and implement detailed onboarding processes, including SOPs, step-by-step guides, and training materials.
● Conduct regular client check-ins, track service usage, address issues proactively, and identify upsell opportunities.
● Implement, Monitor, and improve customer satisfaction metrics (e.g., NPS, churn rate) and advocate for the client’s voice in internal strategy discussions.
● Build tailored customer engagement strategies throughout the lifecycle, including QBRs, escalation protocols, and proactive outreach.
Administrative Excellence
● Coordinate schedules, set appointments, and liaise between clients and internal teams.
● Manage data entry, CRM updates, and document creation, including visually appealing presentations and reports.
● Identify and implement process improvements to enhance team efficiency.
● Support cross-team collaboration with Sales and Support to align customer insights and operational goals.
Operational Strategy
● Lead the development and implementation of CRM and workflow management systems to improve customer journey tracking and internal efficiency.
● Create team-specific workflows, boards, and centralized data hubs to streamline operations.
● Leverage data-driven insights to optimize processes, ensure seamless transitions between teams, and enhance overall customer experience.
Qualifications
● Proven experience in customer success, account management, or administrative roles, ideally within IT, MSPs, or healthcare.
● Expertise in creating and implementing SOPs, onboarding workflows, and customer engagement strategies.
● Strong communication skills, with fluency in English and a customer-centric approach.
● Proficiency in Monday.com CRM and project management tool with a data-driven mindset.
● Ability to manage multiple priorities, adapt to shifting demands, and maintain a high level of organization.
Preferred Skills
● Familiarity with IT services, MSP processes, and HIPAA compliance.
● Experience with Monday.com and AI-driven tools and automation for customer journey enhancements.
● Creative skills for developing engaging documentation and presentations.
Join us in delivering exceptional customer experiences and driving operational excellence. Your expertise will directly impact client satisfaction and the overall success of our team!
