Client Experience Specialist providing exceptional operational support for Fidelity's critical clients. Bilingual position requiring expertise in mutual funds and customer relations.
About the role
- Customer Success & Product Coordinator managing onboarding and implementation at a UK data analytics company. Collaborating with clients and internal teams to enhance customer experiences.
Responsibilities
- Manage and support customer onboarding and software implementation projects from start to finish.
- Serve as a primary point of contact for customers during implementation and ongoing usage.
- Deliver training sessions, resources, and documentation to ensure customers are fully enabled.
- Monitor and track customer success metrics, identifying opportunities to improve satisfaction and adoption.
- Gather and analyze customer feedback, feature requests, and usage trends.
- Collaborate with Product and internal teams to translate customer insights into actionable product recommendations.
- Support product roadmap planning by providing data-driven input from customer interactions.
- Work closely with Sales, Support, Product, and Operations teams to ensure a seamless customer experience.
- Maintain accurate records of customer interactions, project status, and feedback.
- Help develop internal knowledge base articles, FAQs, and best practices.
Requirements
- 2+ years of experience in Customer Success, Implementation, Project Coordination, or Customer Support within a software/SaaS environment
- Proven experience supporting software implementations, onboarding, or rollouts
- Strong ability to gather, synthesize, and communicate customer feedback to inform product roadmap discussions
- Experience collaborating cross-functionally with Product, Support, Sales, and Operations teams
- Excellent communication and interpersonal skills, with the ability to work effectively with client stakeholders at various levels
- Strong organizational and project coordination skills, with the ability to manage multiple priorities simultaneously
- Experience delivering or supporting customer training, documentation, or enablement materials
- Customer-first mindset with a passion for improving customer satisfaction and retention
- Comfortable working with CRM and customer success tools (e.g., Salesforce, Zendesk, or similar)
- Ability to analyze trends and insights from customer interactions to help drive continuous improvement
Benefits
- Competitive compensation
- Comprehensive benefits package
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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