Client Experience Specialist
As a Client Experience Specialist, you are an important member of Ntirety’s Client Success Renewals and Customer Retention team. You will be Responsible for leading insights into the Relational Net Promoter Score (rNPS) customer satisfaction program and analyzing customer data to improve the overall customer experience utilizing Gainsight. The ideal candidate will have experience with Salesforce administration and will be responsible for the architecture and configuration of the Gainsight environment. They should possess technical, business and communication skills. This person should also function as a business analyst and be comfortable meeting with different business units to gather and define requirements.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
Create and maintain all communication to clients regarding rNPS surveys
Create new quarterly surveys via Survey Monkey and/or Gainsight
Create, review and maintain all rNPS data
Create presentations for internal meetings and reporting purposes
Hold a weekly call to go over rNPS data received the previous week with a main focus on overall score and action on detractors.
Hold all owners of detractors accountable for ensuring the customer issue is being addressed and corrected.
Assist the Director of Client Success in creating standard operating procedures and internal processes related to the rNPS program
Assist Product Management with creating product surveys in Survey Monkey or Gainsight
Prepare internal reports and analysis based on data from rNPS, tNPS and product surveys
Work with Director of Client Success to perform trend analysis and any other NPS data review that may be needed/requested from the management team
Liaise between clients and account managers and appropriate personnel
Provides day-to-day end user support to all levels of the organization
Work to maintain a 10% response rate on all surveys.
Call clients to determine exact reason for churn when none are provided via survey.
Develop and maintain reports based on customer health.
Train end-users on new features and builds
Configure and deploy Gainsight to internal customers (including system configuration, external integrations, reports, dashboards and workflows)
Create Calls to Action (CTA’s) based on specific customer Criteria (i.e. late payments, detractor NPS, 180-day pre renewal).
Develop “playbooks” based on CTA’s.
Make recommendations to improve efficiencies through identification or development and adoption of best practices.
Help determine the most significant contributors to overall customer health, and learn how to configure a customer health scorecard that reflects your customer data.
Configure and maintain campaigns within Gainsight.
Maintain sanitary Customer Info records
Develop & maintain daily data ingestion from external sources
Drive Adoption of Gainsight
Other duties as assigned