POSITION SUMMARY

The Client Experience and Success Team is responsible for developing client relationships that promote retention and loyalty while ensuring that our clients derive maximum value from GFI Digital's solutions and services.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Assist leadership across core CX functions including Client Success, Product, Operations, Finance & Procurement, Sales and Consulting & Solutions Architecture

Interface with C-Level Executives and provide a high level of professionalism

Influence decisions, negotiate and build consensus across multiple levels within an organization

Strong knowledge of business process across Sales, Marketing, Service and Support

Drive strategic programs, CX operations, analytics and reporting and systems and processes

Dig into data and make recommendations to drive customer satisfaction and retention

Implement customer research methods to ensure GFI Digital is building cutting edge, client-facing tools

Apply data insights to provide better services and create reports for internal and external viewing

Serve as lead to create good CX for clients

Improve overall CX with a focus on client analytics, client reporting and onboarding

Solutions-oriented mindset with an ability to explain technical information to technical and non-technical clients

Create and implement templates to draw out consultative conversations with clients to better meet needs

Proven technical and hands-on technical expertise as it relates to company-wide infrastructure and system engineering

Assist the Sales team to close new business

KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge : This position requires 5+ years of relevant IT experience, 3+ years in Customer Success position, and 3+ years of technical experience. Bachelor's degree in related field.
2. _ Skills :_ Ambitious, customer-focused leader with a proven track record assisting with implementation, support and overall success. Compassionate, data-driven, organized and strategic-minded.
3. _ Abilities :_ Proven analytical and problem-solving abilities. Strong communicator with excellent oral and written skills. Must have ability to collaborate and meet deadlines.