The Client Experience and Success Team is responsible for developing client relationships that promote retention and loyalty while ensuring that our clients derive maximum value from GFI Digital's solutions and services.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Assist leadership across core CX functions including Client Success, Product, Operations, Finance & Procurement, Sales and Consulting & Solutions Architecture
Interface with C-Level Executives and provide a high level of professionalism
Influence decisions, negotiate and build consensus across multiple levels within an organization
Strong knowledge of business process across Sales, Marketing, Service and Support
Drive strategic programs, CX operations, analytics and reporting and systems and processes
Dig into data and make recommendations to drive customer satisfaction and retention
Implement customer research methods to ensure GFI Digital is building cutting edge, client-facing tools
Apply data insights to provide better services and create reports for internal and external viewing
Serve as lead to create good CX for clients
Improve overall CX with a focus on client analytics, client reporting and onboarding
Solutions-oriented mindset with an ability to explain technical information to technical and non-technical clients
Create and implement templates to draw out consultative conversations with clients to better meet needs
Proven technical and hands-on technical expertise as it relates to company-wide infrastructure and system engineering
Assist the Sales team to close new business
KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge: This position requires 5+ years of relevant IT experience, 3+ years in Customer Success position, and 3+ years of technical experience. Bachelor's degree in related field.
Skills: Ambitious, customer-focused leader with a proven track record assisting with implementation, support and overall success. Compassionate, data-driven, organized and strategic-minded.
Abilities: Proven analytical and problem-solving abilities. Strong communicator with excellent oral and written skills. Must have ability to collaborate and meet deadlines.