As a Customer Experience Manager, you'll play a vital role in guiding customers from prospective buyers to thriving, loyal users of Mews products. Focusing on SMBs and smaller groups, you'll leverage scalable engagement strategies and automation to drive seamless product adoption, boost customer retention, and maximize the overall value of your portfolio. Your impact will help shape lasting relationships, ensuring customers get the most out of their Mews experience.
✅ Your mission, should you choose to accept it:
- Review portfolio/market through whitespace analysis to find opportunities for product adoption and upsell. Use automation (CTA’s in Gainsight) to drive customer journey and qualify customers readiness to buy or engage with Mews product and tools
- Engage one-to-one with the value drivers as guide when reviewing customers objectives through Success Plans/Success Snapshots with the goal identifying areas of ROI for the customer.
- Engage at scale (one-to-many) withthe 5 motivators/Value framework as guide via Mews Community,webinars, targeted outreach for product adoption and to host conversations of value when the customer is ready to engage. In ALL engagement the goal will be to create customer value and align on desired outcomesEnsuring product adoption in relation to the 5 motivators/Value framework, to drive increased usage, upsell and retention by closing the discovered opportunities with a desired outcome
- Work closely with the CX team (Support and Technical Experts) to act as a trusted advisor and ensure that every customer has every logical product to maximise the value of these.
- Demonstrate strong knowledge of the Mews products and the value that can be derived from these product for customers to reach their targets towards the value drivers
- Guide customers towards proactively identifying blockers which prevent them from getting the most value out of their products and working cross-functionally toward a successful outcome
- Working collaboratively across internal teams and effectively communicating customers’ needs with relevant product teams
🤝️ You’ll be a great fit if you bring a few of the below with you:
- Experience working in cross-functional and customer interfacing role
- Ability to prioritize tasks on value, timeline and interdependency
- Creative thinking and analytical skills with the ability to think and respond quickly in front of customers
- Ability to grasp technological and business concepts
- Experience using Gainsight, Salesforce, Confluence, and Slack
- Fluent in English + Swedish
