• Customer Experience Specialist, Advisor

    Location CN-Shanghai
    Job ID
    Customer Support
  • Overview

    Analyzes, designs, and implements changes to points of interaction between the customer and the company to enhance customer experience with company services and products. Oversees customer satisfaction for assigned accounts. Acts as primary contact for the client.



    • Demonstrates wide-range of experience to ensure overall service and solution delivery to achieve quality customer outcomes
    • Oversees and coordinates delivery of all aspects of client solution including custom features and add-ons, within established and communicated development
    • Manages the relationship with account and oversees customer satisfaction for assigned accounts
    • Acts as primary contact for the client and conducts each point of engagement with high degree of preparedness, professionalism and efficiency to support client retention / renewal
    • Plans, schedules and executes regular customer and partner meetings to review service plans and recommends improvement to services
    • Advises the client and introduces client to new offerings / upsells to assist client in solving business problems
    • Delivers cost reduction goals and demonstrates ownership of revenue goals and understanding of P&L aligned with Sales
    • Supports service delivery readiness on complex accounts which may include multi-national or global accounts or key customers
    • Analyzes data provided by the customer and provides regular updates to management to help drive effective business decisions
    • Ensures customer SLA’s / KPIs and quality standards are met
    • Ensures territory/vertical readiness for new product and offer launches
    • Delivers service reference customer case studies to distinguish company services and solutions from competitors
    • Acts as primary training resource for critical installations or conversations
    • May support internal & external regional services sales activities
    • May assist in generating service related RFP responses by providing unique service offerings and price exceptions
    • May negotiate and drive large service contract renewals to completion, utilizing pricing and service offerings
    • Acts as the voice of the customer & partner for post-sale resolutions within the business


    • Advanced degree
    • 8-12 years of experience
    • English fluency – written and verbal. Local language requirement may also apply.
    • Intermediate to advanced level skills in Microsoft business applications including Word, Excel and Outlook
    • Customer service values / orientation
    • Solid professional work behaviors (attendance, teamwork, time management)
    • Strong communication skills (listening, providing clear and concise information, using proper language and grammar)
    • Demonstrates an understanding of key financial factors
    • Full knowledge of job related knowledge and procedures
    • Intermediate to advanced skills in delegation and follow up
    • Ability to design and deliver reports for clients

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