Customer Experience Advocate

2 weeks ago

Ottawa, Ontario, Canada Intouch Insight Full time

We are seeking a skilled Customer Experience Advocate to drive program success and foster long-term client relationships. As a key member of our team, you will work collaboratively to deliver exceptional customer experiences through strategic planning, tactical execution, and ongoing improvement.

About the Role

This is a unique opportunity to join a passionate team dedicated to helping clients achieve customer experience excellence. As a Program Success Specialist, you will be responsible for ensuring timely delivery of programs, including mystery shopping, operational audits, and customer-satisfaction surveys.

Key Responsibilities
  • Develop and implement customized solutions to meet client objectives, leveraging Intouch Insight's innovative services and technology.
  • Build and maintain strong relationships with clients, serving as a trusted advisor to guide them in achieving their goals.
  • Collaborate with cross-functional teams to ensure seamless execution of programs, identifying opportunities for process improvements and recommending data-driven solutions.
  • Analyze client feedback and program results to inform recommendations for enhancements and best practices.
Requirements

To succeed in this role, you will need:

  • A strong achievement orientation, with a proven track record of meeting or exceeding goals and timelines.
  • Excellent relationship-building skills, with the ability to build trust and rapport with clients.
  • Project management expertise, with experience in understanding client objectives, gathering details, and establishing project timelines.
  • Aptitude for technology, with proficiency in using Intouch Insight's systems to manage tasks, learn new product features, and deliver client-facing demos and reports.
  • Commitment to continuous development, with a strong desire to learn and improve performance and processes.
  • Strong analytical skills, with the ability to conduct problem analysis and find win-win solutions.
  • Excellent communication skills, with the ability to communicate effectively in English, both written and oral.
  • 1-3 years of experience in Customer Success Management, Client Management, or Project Management.
  • Industry-specific experience, including customer-facing software solutions, mystery shopping software, quantitative research, or retail operations, is an asset.
What We Offer

As a valued member of our team, you can expect:

  • A competitive salary range of $60,000 - $80,000 per year, depending on experience.
  • A comprehensive benefits package, including medical, dental, and vision coverage.
  • Opportunities for professional growth and development, including training and mentorship programs.
  • A dynamic and supportive work environment, with a focus on teamwork and collaboration.

Salary: $65,000 per year

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