JOB OVERVIEW

Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced, purpose-driven environment where relationships matter and solutions make a difference? Join us in helping to make the world a better workplace.
At Best Companies, we are seeking a Client Experience Specialist to play a pivotal role in ensuring our clients maximise their investment with Best Companies.
You will be the key point of contact for clients, fostering strong relationships, ensuring their needs are met and identifying opportunities for growth. Your energy and passion drive exceptional product experiences. You excel in clear communication, both verbal and written and thrive on problem solving and proactivity.

SKILLS/ TRAITS

• Self- motivated, highly organised and driven, you are capable of managing a demanding workload and deadlines in a fast-paced environment.
• A warm, positive, confident communicator with the ability to build and maintain strong client relationships.
• Influential and skilled at demonstrating/ navigating products digitally to ensure maximum client engagement and product adoption.
• Strong market awareness and understanding of key customer behaviours.
• A team player who collaborates effectively with internal and external stakeholders
• Technologically savvy and confident with Microsoft suit, including Excel and PowerPoint.
• Commercially aware, with the ability to identify client needs and provide tailored solutions that drive retention and expansion.

Develop a deep understanding of Best Companies, including our history, methodology, systems and products ad confidently communicate these to clients.
Guide clients in effectively leveraging our products and services, providing clear and proactive support through verbal and written communication to enhance their experience.
Actively collect, analyse and relay client feedback to relevant teams to drive improvements, reduce churn and increase product adoption.
Create and maintain high quality educational resources and evergreen content to facilitate seamless product adoption and ongoing client engagement.
Deliver engaging and informative digital demonstrations, while also contribution to the automation of product walkthrough to optimise usability.
Take a solution- focused approach to client support resolving queries efficiently through the Help Centre, case management, telephone or video calls.
Proactively identify client needs and introduce relevant product features and services to enhance their overall experience and drive additional value.
Maintain open and consistent communication with clients, collaborating with internal teams to ensure timely issue resolution and continuous service improvement.
Manage client accounts tactically, conducting regular check ins, identifying opportunities for upselling, and strengthening long term relationships.
Recognise potential growth opportunities within the client base and work closely with Client Outcomes team to expand engagement and foster community growth.
Stay informed on industry trends to provide clients with valuable, up to date guidance that supports their success.
Ensure all client data is handled and processed in a lawful, transparent, and confidential manner.