Customer Care Specialist ensuring world - class service for Culligan Quench. Involves processing orders, billing inquiries, and fostering client relationships.
About the role
- Customer Experience Manager focused on driving customer success through Causeway’s software solutions. Building relationships and advocating for clients to ensure high ROI and satisfaction.
Responsibilities
- Drive measurable business outcomes for customers through the effective use of Causeway’s software solutions.
- Own and manage the customer journey from onboarding through to maturity, ensuring timely value realisation.
- Lead software adoption efforts to ensure customers embed Causeway solutions effectively into their processes.
- Collaborate with customers to define success criteria, objectives, and key performance indicators (KPIs).
- Continuously track, analyse, and communicate progress toward these outcomes.
- Develop strategic relationships with key stakeholders in the customer’s organisation.
- Act as the primary point of contact and trusted advisor for your portfolio of accounts.
- Monitor and improve customer satisfaction, ensuring CSAT and NPS targets are achieved.
- Support customers segmented by industry and product specialism, bringing deep contextual knowledge to engagement strategies.
- Tailor customer experience approaches based on segment-specific best practices and challenges.
- Identify and address risks to customer success proactively.
- Collaborate cross-functionally with Sales, Support, Product, and Services teams to resolve issues, escalate as needed, and maintain customer confidence.
- Encourage customer advocacy through case studies, references, and participation in user communities.
- Capture and relay customer feedback to internal teams for product and service improvements.
Requirements
- Strong understanding of customer lifecycle management and customer success frameworks.
- Ability to analyse and communicate complex information clearly and concisely.
- Excellent interpersonal and stakeholder management skills.
- Confident facilitator with experience in driving customer workshops or review meetings.
- Commercial acumen and experience working with enterprise-level clients.
- Experience in SaaS, PropTech, or ConstructionTech sectors.
- Prior experience with CS platforms (e.g., Gainsight, Totango) and CRM tools (e.g., Salesforce).
- Familiarity with CSAT, NPS, and Time-to-Value methodologies.
Benefits
- 25 days annual leave + public holidays, increasing with length of service.
- 4% matched pension.
- Income protection and life assurance.
- Access to our award-winning benefits platform.
- We take mental health seriously and have a dedicated EAP available 24/7.
- £100 allowance towards a fitness club.
- Dell discounts.
- Private Medical Insurance.
- Paid study leave + volunteering days.
- Car Scheme.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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