Client Liaison - software company

We are a 35-person ambitious digital company based in the heart of Canterbury City Centre, looking for a client liaison team member - working with the head-office teams of our blue-chip client base.

The Role:

As an essential link between our clients and our internal tech delivery teams, you will be the client advocate for advising on best practice regarding our customers website performance management. As a member of our expert team, you will liaise between eCommerce staff at client organisations from Director level through to hands-on web teams and with our internal User Experience software and support teams.

60% of our clients are large retailers: eg Debenhams, FitFlop, Boden, LK Bennet, Dixons, Ann Summers, and Mulberry

• Proactively help the eCommerce staff at our clients to achieve their desired outcomes using our products and services.

• Identify customers goals to encourage customisation, training and relationship alignment

• Run online webinars

• Conduct quarterly account reviews

• Onboard new clients including training and acting as a point of contact for day to day queries

• Ensure client's team satisfaction by ongoing programs showing functional capabilities and upgrades.

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Requirements:

• Keen to learn new concepts about Online user experience and technology

• Highly organised with regards to prioritisation, planning and documenting

• Ability to multitask

• eCommerce awareness

• Ability to build relationships

• Excellent problem-solving skills and ability to exercise initiative

• Excellent communication skills with a positive attitude and a passion for delivering exceptional customer service

• Ability to build relationships internally across different levels of the organisation and externally.

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Why work for us?

• You will have the possibility to learn, think and grow, expressing your own personality and talent.

• A friendly working environment with people passionate about technology and innovation

• Generous starting salary and pension matching

• Great career development

• 25 days holiday + Bank holidays

• Summer and Christmas parties, weekly socials and sports events.

• Cycle to work scheme, Book share scheme

• And more…

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Our People values:

• Passion for your field: loves the challenge of understanding customer experience in the fast-moving digital environment; relishes every opportunity to improve it.

• Togetherness: champions teamwork and respect for others; promotes a culture where a happy and engaged teamwork alongside client teams to achieve the very best outcome for all.

• Curious: always looks to uncover and develop new or better ways of thinking and working; doesn’t stop until the right solution is in place.

• “Can do” attitude maintains a positive attitude, always aiming for the best possible outcome in every situation; unafraid to explore a new in order to achieve that outcome. Takes ownership of issues and challenges and identifies appropriate solutions.

Benefits include working in a dynamic, exciting team of highly proficient web experts at the heart of Canterbury, and a company culture where innovation and individual thinking is strongly encouraged.