Customer Experience Consultant

Company Description

At IFS you will work in a growing, global enterprise software company where informal hierarchies promote simplicity and trust with responsibility. We strive to deepen our expertise by taking on challenging and varying work assignments in a collaborative environment together with committed colleagues. With professionalism and a strong customer focus in everything we do, from R&D to Sales and Consultancy, we are proud to serve world-class customers all over the globe with our leading products.

We are an equal opportunity employer and value diversity at our company.

Job Description

Reporting to the Leader of Customer Experience Consultancy, the Customer Experience Consultant (CxC) will be a subject matter expert in Voice of Customer (VoC) programs. Their role is to support the onboarding of new customers and the post-sales customer lifecycle as it relates to their adoption, on-going support, program optimization and expansion. CxCs are the main interface for all program-related inquiries and build relationships with all relevant stakeholders as trusted advisor. Working in parallel with the Sales Account Manager, they are responsible for driving the success of the VoC (and/or Voice of Employee) Program.

The CxC must be a self-starter, willing help define and scope their role as the market matures. The CxC must have a strong understanding of current developments and industry trends to be credible working with Exec leadership of our customers who are embarking on a new way of understanding their Customer & Employee engagement and its relevance to their customer’s experience.

The CxC must have a strong understanding of our customers’ business objectives and the ability to identify and articulate how our solution supports achievement of the Customers’ strategic business goals.

The CxC is responsible for managing the project design, implementation and deployment in addition to the on-going customer relationship.

The CxC manages the customer experience across our customer base, meeting agreed retention and usage targets. The CxC is responsible for understanding the ‘health’ of our customers, ensuring they grow into strong advocates.

Qualifications

·       Track record of delivering Voice of Customer programs and aligning within complex customer environments at executive and department levels.

·       Ability to engage and influence senior executive level leadership

·       Ability to understand customer requirements, develop and guide their thinking to identify financial measures of success, designing a VoC program to meet them and ongoing plan to increase value

·       Data-driven with a commitment to process; drive / track consistent engagement process.

·       Ability to work in a fast-paced, entrepreneurial, results-oriented culture.

·       Quick to learn new technology, with a passion to understand and simplify technical complexity

·       Previous experience with an annual subscription software sales model would be valuable.

·       Excellent interpersonal skills and presentation skills.

·       Creative thinker with the ability to troubleshoot issues quickly and effectively.

·       Excellent written and verbal communication skills

Additional Information

What we offer you:

Great challenges in delivering projects to large customers together with an experienced Customerville IFS team and our partners.
To work with a great product with good recognition in the market and amongst customers and analysts.
To work with our international contacts and colleagues including our offshore, R&D and partner organizations.
Above average annual leave, a day of leave on your birthday and a day of leave for CSR activities.
Be part of a fun group where everyone is helpful. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer