Customer Success & Experience Specialist
5 days ago
Reading
Ciphr has an exciting opportunity for a Customer Success & Experience Specialist to join the team as we grow and develop. As a Customer Success & Experience Specialist, you’ll be responsible for improving the customer experience at every touchpoint with Ciphr. Your goal will be to ensure customers have a positive experience from initial onboarding interactions to post-purchase support and eventual offboarding. You’ll build positive and proactive relationships with our customers, placing the of voice of the customer at the forefront of everything we do. We want to give you the opportunity to embrace your role with Ciphr and, in return, we can offer you an open and friendly work environment where your input and ideas are welcomed. We value teamwork and collaboration and are keen to explore applications from those living within a commutable distance to our Reading office. If you are interested in a change do have a look below at what we can offer you. Location: This is a hybrid role. What you’ll be doing You’ll: • Analyse customer needs, expectations, and perceptions through feedback, data, and market trends to shape customer experience strategies., • Focus on increasing customer satisfaction, loyalty, and advocacy., • Promote and drive cross-functional collaboration to streamline processes and enhance the customer experience., • Build trusted customer relationships, addressing needs and challenges with tailored strategies or corrective action plans., • Advocate for customers by amplifying their feedback and concerns within the organisation., • Design and optimise customer journeys across channels by consulting internal and external stakeholders ensuring that our tone of voice and brand are represented effectively, • Identify and act on opportunities for customers to gain more value, in collaboration with commercial teams., • Facilitate customer skill development and product adoption through training, education, and enablement sessions., • Supporting the planning and delivery of customer service and support projects, ensuring resources and project timelines are prioritised in line with customer needs and expectations., • Model our values, brand and tone of voice to support a gold-standard customer experience and encourage the wider customer operations team to embed these at all customer touch points What good looks like: • Robust and timely reporting on key performance indicators related to customer experience to pro-actively improve our services, ensuring that accurate customer and operational data is readily available for teams across the business as and when needed, • Delivering insight to the business by collating and communicating lessons learnt, supporting a culture of continuous improvement within the operations team, • Regular and meaningful collaboration with other teams, including presenting customer data and ensuring the voice of the customer is heard, • Proactive collection and collation of customer testimonials and increased number of referenceable customers, • Visiting customer sites and attending customer meetings as appropriate, • Development and implementation of training programs for the wider business to upskill others on customer experience and product adoption, • Actively identifying opportunities for account growth and ensuring these are proactively qualified and handed over to the sales teams to progress What you’ll need to succeed: • Preferably 1-2 years relevant experience ideally within the SaaS/HCM industry, with a proven track record of understanding products and services at an expert level, • Evidence of deploying a customer focus approach with the ability to amplify the voice of the customer within the business, • Able to resolve issues effectively, handle difficult conversations constructively, and remove obstacles for customers, • Organisation skills to effectively prioritise multiple customer requests and communicate regular updates to the business and customer, • Dedicated to delivering outstanding customer experiences, willing to go the extra mile., • Experience of using CRM and ticketing systems effectively, • Available to travel to offsite meetings and visit customers as required, • The drive and determination to deliver the right resolution for both the company and the customer, • Operating with high agency; willing to go above and beyond to remove blockers for the customer and provide expert service How you’ll contribute to our team • Hybrid role, working from home but also visiting the office and customer sites as required, • You will be the go-to person for insight into customers sentiment, • You’ll deliver change to enable us to become a customer-first organisation, • You’ll provide the business and customer team with lessons learned for to inform continual improvement amongst colleagues, • You’ll build collaborative, cross-functional relationships with other departments to support an experience that reflects the voice of the customer, • You’ll build proactive, credible, and trusted relationships with our customers, acting as an ambassador for the business, both internally and externally What we offer you: Ciphr has a benefits package which has you and your family in mind. As well as offering you the opportunity to work with a great team, be part of a growing company and have the chance to learn and enhance your knowledge and qualifications, we offer: • 30 days annual leave plus bank holidays, • Family National Trust Membership, • Birthday day off, • Religious holiday swap, • Family forming support - e.g., time off for family forming appointments or to support your partner, • Enhanced maternity and paternity leave, • Work from Anywhere for 4 weeks per year, • Volunteering days for 2 days per year, • Cycle to work scheme, • Pension, • Health cash plan, • Life assurance, • Technology/home improvements Loans, • Perks at Work – access to exclusive discounts, cinema tickets, etc., • Regular training, • £1,500 employee referral scheme, • Medical Cover and Dental cover (after 6 months’ service), • Income Protection insurance (after 12 months’ service) About Ciphr: Ciphr is a leading UK-based provider of integrated HR, payroll, learning and recruitment solutions. Ciphr’s integrated HCM platform helps organisations manage their end-to-end employee lifecycle so they can deliver an amazing employee experience. With Ciphr, organisations can be confident they can access all their people data in one place, thanks to secure, time-saving integrations between our own solutions and API connections to specialist, third-party tools. We are all about people at Ciphr. Our values are trust, service excellence, authenticity, and accountability. We want you to bring your authentic self to work giving you the space to be yourself whether that is creative, outgoing, quiet, courageous, observant or any other attributes you may have. Ciphr welcomes all kinds of people to the team and would love you to come and join us!
