Customer Experience Manager (CXM)
Babble CloudCompany Description
Why Babble?
Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers.
We are specialists in:
- Microsoft Modern Work
- Cybersecurity
- Contact Centre Technology
- Mobile Solutions
- Communications & Connectivity
With nearly 15,000 customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions.
Join us on this exciting journey and let's achieve greatness together!
Job Description
Join Our Dynamic Team as a CXM! 🌟
Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!
Reports to: Senior Customer Experience Manager
Role Overview
The customer experience manager is responsible for the customer experience within their dedicated accounts. You are responsible for overseeing and improving the customer journey, ensuring a positive and seamless experience at every touchpoint, from initial interactions to post-purchase support, ultimately driving customer satisfaction and loyalty. This covers all interactions across the customer not just customer service touch points.
Key Responsibilities
Strategic
- Champion opportunities to consistently improve the brand experience
- Drive customer retention, reduce churn, and increase customer satisfaction
- Understand each customer persona and their specific needs
- Gather real time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experience
- Ensure CSAT levels within customer base are above 4 and action responses positive and negative. Manage Trustpilot and google responses and manage accordingly
- Establish communication mediums lines between customers and the company to ensure a smooth customer experience
- Utilise CRM tools to monitor customer experience
- Proactive management with accounts and ensure reactive management is in line with expectations
- Build relationships at multiple levels within the organisation
- Be an internal advocate and voice for the customer to enhance both the customer experience and Babble’s offerings
- Understand the contractual position of the customer
- Ensure data integrity of contact names, numbers and email addresses with at least annual reviews with the customer to keep this updated
- Regular case and service review meetings at a cadence agreed with the customer
- Identify upsell and cross-sell opportunities working closely with the account manager
Day to Day
- Target first touch resolution for all queries
- Oversee all implementation orders are delivered in line with expectations, know the projects in flight
- Work with CX Executives to ensure all responses to customers are coherent, well structured and responded to with SLA
- Maintain strong relationships within the customer
- Own all cases and responses, use other teams to input as required
- Ensure all customer contact details are updated in the CRM
- Onboard new pillars to the customer ensure billing accuracy and Customer success involvement
- Daily case reviews working with Customer Experience Executive
- Create small orders
- Escalation point for customer and customer executives
- Case queue management for ALL customer cases
Commercial & Financial
- Support account managers and product sales team with opportunities and delivery of orders, ensuring post purchase service is at babble standard.
- Responsible for investigating, owning and resolving credit requests within the account in a timely fashion
- Understand, maintain and report on customer contractual positions if required
- Own cancellation cases within the customer through to resolution working with contracts admin, billing and cancellations. Delivering all communication, written and verbal in a coherent and concise manner
- Working with Customer Success teams to define and ensure delivery of measures which increase adoption and retention
- Working with colleagues in wider to team to improve the experience for customers in a consistent manner
Governance & Compliance
- Ensure all SLAs are met and escalate when needed
- Establish regular review cycles to assess product performance, lifecycle, and end-of-life planning as part of service reviews
Key Measures of Success
- Net value retention
- Achieve SLA targets
- Customer satisfaction survey CSAT
- Revenue Growth
- EBSTA score
Qualifications
Skills Required
- Strong communication skills
- Commercially minded and proven experience.
- Minimum 5 years of experience in a relationship role
- Able to have difficult conversations with positive outcomes
- Experience managing and maintaining relationships
- Knowledge of babble processes, upsell revenue lead indicators.
- Written, Verbal and Numerical literacy is a must
- Must be organised and attention to detail oriented
Additional Information
Why work for Babble?
- Competitive Salary
- Company Pension
- 22 days holiday Balance + UK Bank Holidays - with increased annual leave based on length of service
- Life Assurance – 4x Annual Salary
- Optional Health Insurance – Bupa
- Optional Health Cash Plan – Health Shield
- Bike to Work Scheme
- Season Ticket Commuter Loan
- Annual Company Celebrations
Hybrid-Working Policy
You will be contracted to work from the office; however, Babble operates a non-contractual Hybrid Working Policy whereby you will be required to be in the office 3 days a week minimum with 2 days from home. You will also be required to travel to the various Babble offices with occasional overnight stay needed. While our preference is for candidates to be based in our Reading or London offices, we’re flexible and happy to consider other UK office locations. If you're interested, please apply or get in touch—we’d love to discuss what might work best for you.
The recruitment journey
We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview and possibly a follow up interview and competency testing depending on the role requirements.
Direct Candidates Only