Customer Experience Specialist
📋 Role Overview & Responsibilities
What are we looking for in our Customer Experience Specialist?
Job Title: Customer Experience Specialist III
Location: San Francisco, CA (Remote)
Pay: $30 - $34 / hr | part-time
W2 Contract duration: Apr 08, 2024 - Jan 31, 2025
Hours Per Week: 20.00
Hours Per Day: 4.00
Duties
Collaborate with Program Lead to support 2-3 acquisitions of new companies.Work with Customer Success and subject matter experts to develop new processes and expansion plays for acquired companiesLead meetings to analyze identified needs and desired outcomesDocument customer and agent experiences for accuracy and qualityAssist in training and enablement strategy development; create enablement and communications materialsContribute to change management plan and strategy executionDesign and implement solutions to operationalize and scale transformative projects driving organizational maturityOnboard acquired company users to Gainsight, building necessary workflows, reports, and dashboardsSupport design and implementation of a personalized customer lifecycleCollaborate with BI and Data Analytics teams to develop key, data-driven metric dashboards
Skills
Proven ability to drive conversations towards overall goals, offering alternative solutions when needed2+ years experience in Gainsight4+ years experience within a global CX organizationEmpathy, compassion, and a commitment to ensuring customers receive proper treatment and continual improvement
Keywords: Business Requirements, Playbook Creation, Change Management, Business Intelligence, Documentation, Zendesk, Data Analytics
Education: 5-7 Years Experience
Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.
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This position is located in San Francisco, CA with potential relocation and sponsorship assistance depending on candidate qualifications.
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