Customer Experience Manager

Belfast

About Chargifi 

The way we work has changed forever and Chargifi empowers workplace leaders to unlock the value of flexible working. Chargifi Wx is a desk booking and space management solution built for flexible working. Managing your spaces at scale is easy when work patterns and workflows can be set up to change dynamically in response to an ever changing world.

We transform workspaces into smarter, safer, amazing spaces to create frictionless experiences, and for workplace leaders we deliver data-driven insights into how People use Spaces to Work.

We help teams to do their best work, whenever and wherever they choose.

Chargifi is a values-driven business and we abide by five core principles, including Chargifi Driven, Chargifi Warm, Chargifi Trustworthy, Chargifi Pioneer, and Chargifi Focused.

We are committed to diversity and inclusion, and creating a workplace where all voices are heard.

About the Role 

This role will report into Head of Operations and be responsible for structuring the customer experience process as well as managing a small team to help them deliver on implementation and support. Specifically a CEM at Chargifi will be responsible for the experience from when a unit ships to a customer, through to installation and ongoing support. This role will cover an understanding of both the hardware and software elements of our product.

The role is customer facing but also requires technical aptitude and the ability to convert technical challenges into solutions, so customers have a seamless on-boarding experience. This person will engage directly with our new customers as well as installers and will need to have the project management skills to clearly coordinate and communicate between the various stakeholders to ensure successful deployments are carried out.

The Customer Experience Manager will need to be systematic and create scalable processes related to implementation of our product as well as ongoing support. The CEM will also be responsible for getting the right documentation produced and for building our online self-help tools. Strong knowledge in dealing with support queries and support tickets, ideally through Zendesk is preferred.

The CEM has a critical role in bridging the gap between client support and sales, as the overall Chargifi experience, and the ability to get the required support, will be instrumental in converting new customers into successful and happy growth accounts.

Job Responsibilities

Accountabilities and Performance Measures 

Skills and Experience

An ideal candidate would also demonstrate the following:

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