Customer Experience Leader – DBN / JHB

SUMMARY:
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POSITION INFO:
ENVIRONMENT: A leading Cloud Solutions company is on the hunt for Customer Experience Leaders who will play a vital role in supporting the retention and growth of the company’s valuable existing customer base. Operating as the account management arm of the sales team, this role focuses on driving organic growth across mid-market and enterprise accounts by positioning them as a trusted provider of UCaaS, CCaaS and AI-powered digital agent solutions. The role requires talented, driven and customer-focused individuals who can comfortably engage clients to evolve and optimise their customer communications channels and maximise customer lifetime value. CELs own the end-to-end account management lifecycle, proactively turning customer health into long-term commercial growth and stability.   DUTIES: Account Management & Retention Retain and grow the allocated customer base while consistently meeting defined account management targets. Develop and execute comprehensive Account Plans for all assigned accounts, ensuring disciplined adherence to calling cycles and identified touchpoints. Proactively engage customers to assess satisfaction, identify churn risks and act as the 'voice of the customer,' while reactively addressing queries and supporting the management of timely resolution of general and complex technical or operational issues. Work collaboratively with cross-functional stakeholders across the business to maximize a positive customer experience and steer teams toward common solutions.   Relationship Growth & Value Creation Proactively identify, pursue and close up-sell and cross-sell growth opportunities within all allocated accounts to maximise account revenue. Position and present their platforms and services to drive modern omnichannel engagement, Digital Agents , workforce optimisation and operational efficiency within client infrastructures. Own the expansion and contract renewal lifecycle, including discovery, solution design, commercial structuring, negotiation, and closing deal extensions. Partner with pre-sales, product, and professional services teams when proposing solutions that remedy complex client pain points.   Revenue Ownership & Governance Consistently meet or exceed account retention, renewal and revenue growth targets. Maintain complete, accurate and comprehensive high-quality CRM data. Compile and deliver detailed reporting on a monthly basis, providing accurate forecasting on account health, expansion pipelines, and risks. Adhere to their pricing, contracting and approval frameworks in all work.   Technical & Market Insight Maintain deep working knowledge of their technology, products, services and processes to confidently engage clients. Stay current on rapidly evolving trends in cloud communications, CCaaS, UCaaS, conversational AI (Digital Agents) and digital CX. Drive continuous product and service improvements by providing valuable market insights. Ensure customer transparency by continually communicating reports and implementing high-impact solutions.     REQUIREMENTS: Qualifications and Experience: Matric essential and relevant tertiary qualification is highly beneficial. 5+ years of proven experience in customer service, account management or solution-based B2B sales within mid-market and enterprise environments. 5+ years’ experience within the telecommunications or cloud communications industry essential. Demonstrated experience managing or expanding client accounts utilising Digital Agents ,UCaaS, CCaaS, SaaS and \/ or cloud networks. Proven track record using CRM software tools. Exposure to AI, automation or digital CX solutions is highly advantageous. Drivers licence with their own reliable transport essential.     ATTRIBUTES: Exceptional interpersonal skills backed by a great sense of care, accountability and professional follow-through. Consultative, value-based relationship management and the ability to identify opportunities. Comfortable engaging senior and executive stakeholders to navigate complex problems, protect and grow revenue. Ability to articulate technical and service solutions in clear business terms. Solution-driven, positive attitude, energetic and resilient under pressure. Excellent written and verbal communication, presentation, and negotiation skills. Strong administration skills, high attention to detail and a rigorous CRM data discipline. Ability to learn and position evolving technologies. Digital proficiency in the Google Workspace suite or equivalent (including Email, Docs, Sheets and Slides)