Who We Are

Speakcore is an enterprise-level software platform developed by Creative MediaWorks (CMW), designed to manage speaker bureaus. With over 30 years of experience delivering solutions to life science companies, we pride ourselves on maintaining a high-quality platform that drives customer satisfaction.

Who We’re Looking For

We are seeking a proactive Customer Experience Manager to ensure the seamless transition from on-boarding to ongoing customer management. This role is key in maintaining strong client relationships, acting as an advocate for customer needs, and driving continuous engagement. You will work closely with internal teams and the Business Development Manager to align customer service with business development goals, ensuring clients receive maximum value from the Speakcore platform.

If you’re passionate about customer advocacy, operational excellence, and relationship management, this could be the ideal role for you.

Key Responsibilities:

  • Customer Journey Ownership: Ensure a seamless transition from on-boarding to steady-state management, guiding clients through the entire engagement lifecycle.
  • Sales Workflow Creation: Take ownership of designing and implementing the sales workflow, collaborating with internal teams to ensure alignment and support for business development initiatives, including tasks like deck creation.
  • Escalation Management: Serve as the primary point of contact for resolving customer escalations, ensuring quick and effective solutions.
  • Customer Advocate: Act as the voice of the customer within Speakcore, gathering feedback and representing their needs internally.
  • Collaboration with BDM: Work closely with the Business Development Manager to align customer success strategies with broader business development goals.
  • Industry Presence: Attend industry events to represent Speakcore and identify marketing and networking opportunities.
  • AR Liaison: Act as the main contact for any accounts receivable issues, addressing customer concerns related to billing and payments.
  • Quarterly Business Reviews (QBRs): Define and lead the QBR process, providing customers with insights on new features and ensuring continuous engagement throughout the client lifecycle.
  • Upsell Opportunities: Promote the platform’s capabilities, identifying upsell opportunities and gaining customer buy-in for new features and product roadmaps.
  • Account Management: Establish a dedicated function for managing customer relationships post-implementation, ensuring a proactive approach to addressing needs and driving customer satisfaction.
  • Execution: Ensure the smooth execution of customer-related processes, aligning them with organizational objectives.
  • Timely Quarterly Client Engagement: Implement and track a structured approach to quarterly client engagement, including reaching out to clients to confirm pricing on or before the designated schedule.

Skills & Competencies:

Essential Skills:

  1. Customer Relationship Management:
    Proven ability to build and nurture long-term client relationships while delivering tailored solutions to maintain satisfaction.
  2. Communication Skills:
    Excellent verbal and written communication to interact with stakeholders at all levels, both internally and externally.
  3. Escalation Management:
    Strong problem-solving abilities to manage and resolve customer escalations swiftly.
  4. Collaboration & Teamwork:
    Ability to work across multiple departments, influencing teams to advocate for customer needs.
  5. Strategic Thinking:
    Able to align customer success initiatives with business goals, spotting growth opportunities along the way.
  6. Project Management:
    Expertise in managing client onboarding, QBRs, and ensuring effective time management to meet customer needs.
  7. Data-Driven Decision Making:
    Proficiency in using data and KPIs to monitor customer health, satisfaction, and growth potential.
  8. Negotiation & Influencing:
    Skilled at negotiating solutions and upselling features while maintaining strong client relationships.
  9. Industry Knowledge:
    5+ years of experience in customer success, account management, or related customer-facing role, with a strong understanding of SaaS platforms and industry trends. Experience in the life sciences sector or speaker bureau management is highly preferred.
  10. Empathy & Active Listening:
    Demonstrates empathy and attentiveness in handling client issues, building trust and rapport.
  11. Proficiency in CRM systems
    Skilled in using CRM platforms (e.g., Salesforce, Hubspot) and customer success tools (e.g., Gainsight, Zendesk) to manage relationships and track customer satisfaction.

Technical Skills:

  1. CRM Software Proficiency:
    Experience using platforms like Salesforce or HubSpot to manage customer relationships.
  2. Customer Success Tools:
    Familiarity with customer success platforms (e.g., Gainsight, Zendesk) for tracking customer health and managing tickets.
  3. Reporting & Analytics:
    Ability to create and analyze reports that measure customer satisfaction and account health.

Working at CMW:

We are a close-knit, collaborative team. Our office is located in Pennington, NJ, offering hybrid working options. We value innovation, customer focus, and dependability.

Apply Now

https://recruiting.paylocity.com/Recruiting/Jobs/Details/2956436

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