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Client Engagement Specialist
3 months ago
Company Overview:
At Secure Energy, we are dedicated to enhancing customer satisfaction through innovative technology solutions.
Position Overview:
The Customer Success Specialist is tasked with fostering relationships with key clients and stakeholders, leveraging a web and mobile application to elevate the customer experience. This role is pivotal in ensuring effective onboarding, training, implementation, and ongoing support, while also managing customer feedback to drive continuous improvement.
Key Responsibilities:
- Engage with both new and existing clients to fortify relationships by facilitating the integration of technology into their operations, managing inquiries, and leading onboarding and training initiatives.
- Collaborate with internal teams, including sales and operations, to nurture and sustain customer relationships.
- Align product strategy with stakeholder perspectives to achieve consensus.
- Develop strong connections with a diverse range of internal and external clients.
Technology Proficiency:
- Oversee training and rollout activities to ensure seamless transitions to new technologies.
- Engage in continuous improvement initiatives with clients and support teams to enhance product quality.
- Provide support through the customer helpdesk, managing inquiries via various communication channels.
- Deliver exceptional service in a dynamic customer care environment.
- Create and maintain onboarding documentation and training materials.
- Gather feedback from stakeholders to inform change management processes.
Product Development:
- Work closely with clients and the product team to define product requirements.
- Conduct customer research to gather insights that inform product enhancements.
Product Management:
- Facilitate product demonstrations and relay customer feedback to the product team.
- Apply change management techniques to support successful product adoption.
- Act as a liaison between clients and the product team to ensure clear communication of requests.
Content Creation:
- Develop and implement a social media strategy aligned with team objectives.
- Create engaging content for social media, the company website, and the company blog.
- Produce training videos and articles for the knowledge base, ensuring relevant materials for clients.
- Coordinate with the product team on release notes and communications.
- Generate marketing materials for various promotional activities.
Qualifications:
- Bachelor's degree in Business, Communications, or a related field; equivalent experience will be considered.
- Strong communication and relationship-building skills.
- Ability to adapt to changing environments.
- Minimum of three years of relevant experience in customer experience and communications.
- Experience in project and program management.
- Familiarity with business requirements gathering and change management.
- Experience in product or service design and delivery.
- Proven ability to collaborate across organizations to support business decisions.
- Experience managing diverse customer needs.
- Excellent written and verbal communication skills, including the ability to create training documentation.
At Secure Energy, we prioritize growth and improvement for our employees and clients. We are committed to attracting and retaining top talent by offering a competitive compensation package and a supportive work environment.
