Customer Experience Manager

APPLICATIONS CLOSE 17:00 Monday 22nd September

Placecube is looking for an outstanding Customer Experience Manager to lead the charge in transforming our customer journey. You will be empowered to identify key touchpoints, develop strategies to improve engagement and satisfaction, and collaborate across departments to deliver a truly seamless and memorable experience for every customer, reinforcing our commitment to excellence. 

The Customer Experience Manager will work closely with our customers to ensure that they fully understand and derive value from our products. You will help them navigate the product, optimise usage, and address any challenges they encounter. Additionally, you will develop and deliver training materials, including webinars, workshops, and documentation, to ensure that our customers are well-equipped to succeed.

This critical role will work alongside technical, delivery and support colleagues. The ideal candidate is passionate about customer success, has a good technical background, is skilled in training delivery and is able to develop a deep understanding of product features and how to effectively communicate and leverage their value for end users. 

KEY RESPONSIBILITIESCustomer Success, Retention and Advocacy

• Ensuring customer objectives are understood and represented within Placecube, in order to help deliver successful outcomes for our customers.
• Maintain regular contact with key representatives and stakeholders within each client organisation, building strong working relationships.
• Managing the entire customer journey, ensuring positive experiences at every touchpoint, from onboarding, through projects and ongoing support. Provide regular reporting to evidence the status of all activities and SLA’s. 
• Facilitate onboarding and implementation sessions, helping to identify optimal configuration and deployment strategies for our products.
• Source, collate and analyse customer feedback and insights to identify pain points and opportunities for product and delivery improvement.
• Proactively identify opportunities for customers to use additional features or expand their usage, through monitoring activity, thereby driving product engagement and retention.
• Engage with customers to facilitate the creation of case studies, including objective success metrics, to promote their successes. Nurture advocacy within the customer base to support further growth. 

Improving Product Knowledge

• Helping customers to navigate and get the most out of our products, through training, documentation and guidance.
• Prepare and deliver both standard and bespoke training, through a number of mechanisms, including webinars, recordings, workshops and one to one support, as well as traditional classroom based sessions. 
• Provide ongoing assistance to customers to ensure that they are using the product efficiently and effectively.
• Develop and maintain comprehensive training materials, including user guides, video tutorials, knowledge base articles, and FAQs, that are tailored to both new and experienced customers.
• Assess the effectiveness of training programs by tracking customer progress, adoption rates, and feedback, making data-driven decisions to continuously improve training content and delivery.
• Analyse customer behaviour and performance data to determine areas where further training or resources may be needed.
• Build and maintain an effective online self-service training library, making sure that customers have access to the right resources at the right time.

Cross Functional Collaboration

• Work closely with colleagues in Service Delivery, Analysis and Engineering in order to ensure a joined up, holistic approach to delivering optimal customer outcomes.
• Collaborate with the product team to stay up to date on new features, releases, and enhancements, and incorporate this information into product documentation, training resources and general customer interactions.
• Work closely with the Placecube first line support team, in the capacity of a subject matter expert, to assist customers with product-related queries, troubleshooting issues, and resolving challenges.
• Work with the wider organisation to ensure that customer feedback and training insights are shared, enabling continuous improvement of both the products and the customer success strategies.
• Collaborate within the Customer delivery team to help identify at-risk customers who may need additional training or intervention to avoid churn.

APPLICANT REQUIREMENTSEssential Skills & Experience:

• Customer-Centric Approach: Passion for delivering exceptional customer service and ensuring customer success, developed through at least three years of experience in customer success, product training, or a similar customer-facing role.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex concepts in a simple, accessible manner.
• Technical Proficiency: Able to understand and explain technical concepts relating to application development and configuration, cloud computing and data management.
• SaaS Experience: A strong understanding, through direct experience, of how Software as a Service is developed, maintained and delivered to customers. 
• Training & Facilitation Skills: Experienced in designing, creating, delivering, and facilitating engaging product training sessions for both small and large groups using a range of technologies, including but not limited to video tutorials and on-line courses.
• Public Sector: Experience of working in or with the UK public sector is desirable, but not essential.

Soft Skills:

• Appetite for learning: Able to rapidly develop a good understanding of the company’s products and how they solve customer problems. This understanding needs to be sufficient to be able to explain features in an easy-to-understand manner.
• Empathy & Patience: Ability to be patient and empathetic, especially when helping customers troubleshoot or understand difficult concepts.
• Problem-Solving: Strong ability to analyse customer challenges and provide solutions to ensure customer success.
• Adaptability: Ability to adjust training and support approaches based on customer needs, learning styles, and feedback.
• Collaboration: Strong interpersonal skills and the ability to work effectively with cross-functional teams.

Nice-to-Haves:

• Certification in training or instructional design.
• Familiarity with customer success platforms and product analytics tools.

BENEFITS

• Annual salary £50,000 - £55,000 (depending on experience)
• Automatic enrolment pension scheme
• 25 days annual leave, plus flexible use of UK bank holidays
• Flexible, remote working within the United Kingdom
• Staff Equity Scheme