Customer Experience Associate

Allocate Software is enhancing its approach to how we help customers make the most of the opportunities presented by our product portfolio and their investments in it through the introduction of ‘Customer Success’ across the UK & Ireland. Customer Success is a key part of the Allocate ‘software as a service’ (SaaS) product offering.

Effective Customer Success will:

• Assist the customer with the adoption of Allocate products in a way that helps the customer on their journey to achieve their desired business outcomes and realisation of planned benefits.
• Deliver the highest levels of customer satisfaction with both the Allocate product and the brand, whereby these customers are referenceable and advocates amongst the user community.
• Ensure the retention of each customer, ensuring that they are realising the intended value from their investment in Allocate solutions, and;
• Identify opportunities that will lead to new business (expansion of the customer).

The Customer Experience (CX) Associate will be a key member of the Customer Experience (CX) team, providing analytical and other support to identify trends in the customer experience of using our products. For example, reviewing customer satisfaction scores and trends across the customer base and working with the service leads to improve delivery and recommend improvements. This role will also provide scheduling activity such as software deployment timeslots, Proactive Service Reviews, liaising closely with customers and technical teams to ensure seamless service delivery is maintained.

Principal Job Elements & Responsibilities

The Customer Experience Associate will:

• Review and monitor customer satisfaction and other operational metrics on a regular basis to identify trends across different sources, setting up reporting templates and tools as necessary.
• Analyse qualitative and quantitative data and identify performance improvement opportunities using multiple tools.
• Interact with teams across the business to present analytic results and solution recommendations.
• Work independently on deliverables tailored to the needs of each customer and/or specific solution set.
• Own research findings and present them to major stakeholders and key decision makers, delivering a clear message that customers and colleagues can act upon.
• Be involved in bigger research projects aiming at capturing trends and best practices into a competitive knowledge-base.
• Schedule software release upgrades with customers acting as a liaison between Allocate and Customer to ensure new releases and upgrade scheduling deployment is managed and does not impact service levels.
• Maintain customer upgrade calendar, ticket updates in line with company procedures and standards following best practice in interacting with customers.
• Gather and analyse customer satisfaction feedback, responding to customers issues and disseminating CSAT feedback to supporting teams working to improve customer experience.
• Administration of Allocate support tool (Zendesk) database ensuring customer information is up to date and compliant.
• Create report templates/dashboards, operational metrics and deliver custom data requests across different reporting tools to present analytic results and solution recommendations
• Publishing customer communications, and information articles relating to service on the customer noticeboards.

Core Competencies:

• Analytical skills– Approach data with the right questions and know how to recognize trends; develop and use structured approaches to identify root causes and opportunities. Cross validate findings using data from multiple sources; the capacity to learn new methods of analysis and constant self-learning are critical.
• Achieving Results– Be aware of key business objectives, and ensure these are applied appropriately to all business activities.
• Building Relationships– Able to develop effective relationships with Allocate colleagues and customers.
• Communication– Effective communication skills suitable for the management of and liaison with colleagues within the team and senior management, both on a one to one and one to many basis. Demonstrate effective communication, both orally and in writing, with colleagues and customers including producing reports, preparing, organising and delivering presentations using appropriate tools and techniques, and taking a leading role in meetings and discussions.
• Planning and Organising –Effective at determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems.
• Understanding Allocate– Aware of Allocate strategies, policies and procedures. Aware of how the organisation operates.
• Teamwork– Effective in contributing effectively towards the objectives of a team, and be able to share knowledge, ideas and information. Aware of the needs, objectives and constraints of those in other disciplines and functions.
• Problem Solving and Decision Making –Able to solve problems in a measured and creative way. Capable of independently assessing a wide variety of tasks, and be proactive in relation to identifying and undertaking activities that are to the benefit of the business. Able to balance long and short term objectives, and understand business value. Be responsible for own decisions.
• Innovation, Flexibility and Adaptability– Undertake tasks with a positive attitude and respond well to management and customer requests. Must be prepared to meet business goals and respond well to change.

Skills, Knowledge & Qualifications

• Education– degree in computer science, computing, IT or business systems desirable – preferably with quantitative research experience.
• Analytical Thinking –Ability to apply quantitative data analysis techniques to improve processes, and ability to interpret data in a business framework (trends, opportunities, action items), present data, and provide analyses and insights to key stakeholders and senior management.
• Training –Experience/knowledge of web-based software solutions and working with Microsoft standard products e.g. Word, Excel, Teams, 365 etc.
• Industry Trends & Developments– Must take initiative to ensure technical skills and specialisations are kept up to date in line with industry developments and ensure that all relevant skill sets are current.

Location: Stoke/ Home Based (Expected to visit offices as required)

Salary: £19,000 plus benefits