Customer Success & Experience Specialist

Ciphr has an exciting opportunity for a Customer Success & Experience Specialist to join the team as we grow and develop.

As a Customer Success & Experience Specialist, you’ll be responsible for improving the customer experience at every touchpoint with Ciphr. Your goal will be to ensure customers have a positive experience from initial onboarding interactions to post-purchase support and eventual offboarding. You’ll build positive and proactive relationships with our customers, placing the of voice of the customer at the forefront of everything we do.

We want to give you the opportunity to embrace your role with Ciphr and, in return, we can offer you an open and friendly work environment where your input and ideas are welcomed.

We value teamwork and collaboration and are keen to explore applications from those living within a commutable distance to our Reading office.

If you are interested in a change do have a look below at what we can offer you.

Location: This is a hybrid role.

What you’ll be doing

You’ll:

• Analyze customer needs, expectations, and perceptions through feedback, data, and market trends to shape customer experience strategies.
• Focus on increasing customer satisfaction, loyalty, and advocacy.
• Promote and drive cross-functional collaboration to streamline processes and enhance the customer experience.
• Build trusted customer relationships, addressing needs and challenges with tailored strategies or corrective action plans.
• Advocate for customers by amplifying their feedback and concerns within the organisation.
• Design and optimise customer journeys across channels by consulting internal and external stakeholders ensuring that our tone of voice and brand are represented effectively
• Identify and act on opportunities for customers to gain more value, in collaboration with commercial teams.
• Facilitate customer skill development and product adoption through training, education, and enablement sessions.
• Supporting the planning and delivery of customer service and support projects, ensuring resources and project timelines are prioritised in line with customer needs and expectations.
• Model our values, brand and tone of voice to support a gold-standard customer experience and encourage the wider customer operations team to embed these at all customer touch points

What good looks like:

• Robust and timely reporting on key performance indicators related to customer experience to pro-actively improve our services, ensuring that accurate customer and operational data is readily available for teams across the business as and when needed
• Delivering insight to the business by collating and communicating lessons learnt, supporting a culture of continuous improvement within the operations team
• Regular and meaningful collaboration with other teams, including presenting customer data and ensuring the voice of the customer is heard
• Proactive collection and collation of customer testimonials and increased number of referenceable customers
• Visiting customer sites and attending customer meetings as appropriate
• Development and implementation of training programs for the wider business to upskill others on customer experience and product adoption
• Actively identifying opportunities for account growth and ensuring these are proactively qualified and handed over to the sales teams to progress

What you’ll need to succeed:

• Preferably 1-2 years relevant experience ideally within the SaaS/HCM industry, with a proven track record of understanding products and services at an expert level
• Evidence of deploying a customer focus approach with the ability to amplify the voice of the customer within the business
• Able to resolve issues effectively, handle difficult conversations constructively, and remove obstacles for customers
• Organisation skills to effectively prioritise multiple customer requests and communicate regular updates to the business and customer
• Dedicated to delivering outstanding customer experiences, willing to go the extra mile.
• Experience of using CRM and ticketing systems effectively
• Available to travel to offsite meetings and visit customers as required
• The drive and determination to deliver the right resolution for both the…