As the** **Customer Experience Specialist** **at EdgeUno, your role is crucial in enhancing the overall customer experience journey. Working closely with cross-functional teams, including Network, DevOps, Marketing, and Sales, you will ensure that customer needs are not only met but consistently exceeded. Your responsibilities include monitoring customer metrics, identifying areas for improvement, and serving as a bridge between clients and technical teams to maintain the highest quality of support, ultimately leading to increased client satisfaction.**Core Responsibilities****Strategy and Policy Development**: Develop and implement strategies, policies, and procedures to enhance the overall customer experience.**Customer Engagement and Loyalty**: Foster ongoing customer engagement, promoting product adoption, and maximizing customer loyalty and satisfaction.**Communication and Reporting**: Generate reports, presentations, and communicate findings to stakeholders, while also serving as the second-level support contact for global clients.**Client Relationship Management**: Manage client relationships, monitor satisfaction, and address potential renewal risks, as well as any impediments reported by customers.**Contract and Risk Management**: Thoroughly understand client contracts, assess and handle risks in projects, and maintain technical knowledge relevant to customer base operations.**Team Leadership and Development**: Train and manage a team of customer service representatives, ensuring excellent customer service delivery, and effectively deal with ambiguous and unstructured problems and situations.**Industry Awareness**: Stay up-to-date on industry trends and best practices in customer experience analysis and design, while also supporting financial management and resolving payment issues.**Requirements**:- Proven track record in Service Management within the industry: cloud services, edge computing, or connectivity.- Understanding of network and cloud technologies, including familiarity with policies, procedures, goods, and services.- Ability to effectively use CRM systems for client relationship management.- Ability to work independently and manage multiple projects simultaneously.- Excellent verbal and written communication skills in English, with fluency in Spanish and/or Portuguese.- _Ensure that your resume is _submitted_ in English, as resumes in other languages may not be considered for review._**What We Offer**At EdgeUno, we offer a competitive compensation package, development and training opportunities to shape and realize your career goals, a trustful environment where you can be yourself, share your thoughts, and create a valued partnership. We're looking for someone who shares our passion for innovation and our commitment to deliver a turnkey experience for cloud, gaming, streaming, and content companies who want to accelerate their expansion in Latin America with a customer-first focus. Join us and make an impact!
