Company DescriptionWhy 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 WorkCybersecurityContact Centre TechnologyMobile SolutionsCommunications & ConnectivityWith 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!About Us | Leading UK Cloud Solutions Provider | Babble Job DescriptionJoin 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 ManagerRole OverviewThe 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 ResponsibilitiesStrategicChampion opportunities to consistently improve the brand experienceDrive customer retention, reduce churn, and increase customer satisfactionUnderstand each customer persona and their specific needsGather real time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experienceEnsure CSAT levels within customer base are above 4 and action responses positive and negative. Manage Trustpilot and google responses and manage accordinglyEstablish communication mediums lines between customers and the company to ensure a smooth customer experienceUtilise CRM tools to monitor customer experienceProactive management with accounts and ensure reactive management is in line with expectationsBuild relationships at multiple levels within the organisationBe an internal advocate and voice for the customer to enhance both the customer experience and Babble’s offeringsUnderstand the contractual position of the customerEnsure data integrity of contact names, numbers and email addresses with at least annual reviews with the customer to keep this updatedRegular case and service review meetings at a cadence agreed with the customerIdentify upsell and cross-sell opportunities working closely with the account managerDay to DayTarget first touch resolution for all queriesOversee all implementation orders are delivered in line with expectations, know the projects in flightWork with CX Executives to ensure all responses to customers are coherent, well structured and responded to with SLAMaintain strong relationships within the customerOwn all cases and responses, use other teams to input as requiredEnsure all customer contact details are updated in the CRMOnboard new pillars to the customer ensure billing accuracy and Customer success involvementDaily case reviews working with Customer Experience ExecutiveCreate small ordersEscalation point for customer and customer executivesCase queue management for ALL customer casesCommercial & FinancialSupport 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 fashionUnderstand, maintain and report on customer contractual positions if requiredOwn 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 mannerWorking with Customer Success teams to define and ensure delivery of measures which increase adoption and retentionWorking with colleagues in wider to team to improve the experience for customers in a consistent mannerGovernance & ComplianceEnsure all SLAs are met and escalate when neededEstablish regular review cycles to assess product performance, lifecycle, and end-of-life planning as part of service reviewsKey Measures of SuccessNet value retentionAchieve SLA targetsCustomer satisfaction survey CSATRevenue GrowthEBSTA scoreQualificationsSkills RequiredStrong communication skillsCommercially minded and proven experience.Minimum 5 years of experience in a relationship roleAble to have difficult conversations with positive outcomesExperience managing and maintaining relationshipsKnowledge of babble processes, upsell revenue lead indicators.Written, Verbal and Numerical literacy is a mustMust be organised and attention to detail orientedAdditional InformationWhy work for Babble?Competitive SalaryCompany Pension22 days holiday Balance + UK Bank Holidays - with increased annual leave based on length of serviceLife Assurance – 4x Annual SalaryOptional Health Insurance – BupaOptional Health Cash Plan – Health ShieldBike to Work SchemeSeason Ticket Commuter LoanAnnual Company CelebrationsHybrid-Working PolicyYou 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 OnlyBabble | Leading UK Cloud Solutions Provider