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Customer Experience Specialist

GB

JOB DESCRIPTION

 

Job Title: Customer Experience Specialist

 

EMEA Insight is a Fortune 500-ranked global provider of hardware, software, cloud,and service solutions, providing clients the guidance and expertise needed to def ine, architect, implement and manage technology today while transforming for tomorrow.The EMEA Services Delivery function delivers professionalandor managed services to Insight’s clients across a broad range of technology and software offeringsbydeliveringa scaled and consistent client experience and employingmethodologies viathe following centresof excellence(COEs):•the Technology Solutions Group which, through technology and business practice leadership, takes responsibility f or the overall service strategy and subsequent solution and services development; and which also governs the enterprise standard designs, processes, tools, and automation underpinning Insight’s service delivery, along with complex deal solution leadership and vendor alliance strategy for the region;•the Consulting Servicesteamwhich leads on inf luencing and designing client solutions in partnership with Insight’s clients and internal account teams before planning and executing end-to-end engagements;•the Optimisation & Governanceteam which provides expertise in optimisation and compliance services to clients on-premises or in the Cloud whilst maintaining cost efficiencies and savings;•the Managed Servicesteamwhich provides high quality and ef f icient customer support, automation, engineering, security,and device management services to clients across assigned regions throughmultiple delivery centres;•the Service Delivery Managementteam, located in every country, which manages the client experience and ensures a truly client-centric approach across EMEA whilst maintaining commercial ownership of client engagements;•and the Services Business Operations & Transf ormationteamwhichdrivesoperational excellence and business improvements across all areas within the Services function.TheCustomer Experience Specialistresides within the Services Consultingarea of the EMEA Services Delivery function. The Customer Experience Specialist is responsible f ordelivering customer experience (CX)activities in alignmentwiththeServices Strategy,and also providesexpert consultancy and advice to Insight’sclientstoensureconsumption, adoption,and utilisation of the software’sfeatures and f unctionality.The Customer Experience Specialist is also responsibleforcontinuallygrowing the clientrelationshipandproactively engaging in CX activities to ensure Insight is positioned as thetrusted ‘partnerof choice’within the def ined f ocus areas. This mayinvolve developing agreedadoptionor customer success plans by building KPIsand analysingconsumption and usage metricsto identify potential gaps in adoptionandcreateactionable recommendations to increase adoptionand customer satisfaction.•Ensuretheclientisproperly on-boarded andable toderive maximum the value f rom their sof tware investment with Insight.

 

PURPOSE OF ROLEKEY DUTIES & RESPONSIBILITIES

 

•Build and maintain strong relationships with the clientandhelp themprogress through the most advantageous adoption of the applicable vendor solutions. •Proactively engage withtheclientaroundpre-defined touchpoint triggers to ensure they receive the most value from their software investment.•Anticipatetheclient’srequirements and possible challenges topromote Insight’s services (enhancements, updates, new initiatives, and services) by nurturingrelationshipswithin the account.•Provide strategic guidanceand recommend additional initiativespost-saleto continuallyimprovethe client’stechnology experience. •Develop detailed adoption,CXandor customer success plans by building KPIstoidentify the client’skeybusiness challengesand produce/offerappropriate solutions.•Act asthe “voice of the customer” by conducting regular business reviewsandintroducing client stakeholders to both Insight and vendor resources. •Analyseconsumption and usage data to identif y potential gaps in adoption and evaluate perf ormance against client health components.•Develop and provide actionable recommendations to increasetheadoption of applicable vendor software solutionsand features.•Work closely with Insight’sService Delivery Managers to understand customer pain-points and identify areas where CX activities can resolve business issues.•Focus oncontinuing clientrelationshipsbyensuring the adoption and consumption of featuresto boost customer satisfaction and renewal rates.•Promote relevant vendor software technologies within the various technology pillars (such as Collaboration, Networking, Data Centre, Cloud and Security). •Work closely with the wider Insight Services Practice to alignpre-saleand post-saletasks to desired CX outputs.•Engage with SMEs f rom Insight’sConsulting and Engineering teamsto ensurethecross-collaborationofservices isachieved inrelation to CX activities. Thislist is not exhaustive, you will be required to undertake additional responsibilities as reasonably requested by your manager.Key Result IndicatorMeasure of successService performance Successful performance against agreed SLAs Client satisfaction and loyalty Achieve client satisfaction at or beyond target rate through client surveyReduced client churnReduction in client churn through building strong, trust-based relationships with clientsEf fective communication Inf ormation and ideas are clearly and succinctly conveyed andcommunicatedin a focussed, appropriateandeffective mannerGood governanceInsight governance rules in all aspects regarding business processes, roles and responsibilities, and legal obligations are followedand adhered toEssentialDesirablePrevious experience in a post-sales customer-f acing position (client success, professional services, IT consultant, service delivery)Educated to degree level or can demonstrate equivalent work experienceElevated levelof written and spoken EnglishA confident, outward-looking, proactive communicator

 

KEYRESULT INDICATORS& MEASURES OF SUCCESSQUALIFICATIONS, SKILLS, KNOWLEDGE & EXPERIENCE

 

Fully conversant with Microsoft Office suite (Teams, Outlook, Excel, and Word)Holds relevant vendor certifications aligned to specific technology areas and or CX/CSM activitiesDemonstrates andunderstandingof software licensing agreements and programmesCan evidencestrong working knowledge of sof tware licensing agreements and programmesExcellent communication skills with the ability to explain features, functionality, and influence decisions across all levels of stakeholdersExcellent client facing skills, able to lead senior engagements, able to quickly build a rapport with key contacts both internally and externallyA record of accomplishment in driving client success and aligning within complex client environmentsA proven record of accomplishment in driving prof itability and client satisfaction directly or indirectlyAbility to managethe customer journeyand trackand optimisecustomer interactions, ensuringthose interactions are of high calibreand high-qualityA solid understanding of business outcomes engagement model and how they are being used to ensure client loyalty in the relevant vendor environmentsStrong project management and organisational skills with a good understanding of IT operationsAstrongteam playerabilityto operateacross dynamic environments and cross-functional groups of teammates and client stakeholdersAninterest in IT and IT centric digital innovation with an excellent grasp of IT driven business, process transformation,and data driven improvementsA dedication to drive long term value and relationships with teammates and partners, strong organisational skills to ensure high speed and high-quality follow-upAbility to discuss and applytechnical knowledge to business processes and applications in one or more industries, at a range of levels of audienceStrongknowledge of how companies are using technology to enhance customer engagement, improve the experience of their workforce, and optimise the operations of their IT inf rastructureA desire to learn more, develop professionally, and stay up to date with new technologies and advancementsA self-developer, acts as a role model, invests time in their own development and encourages others.

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