Customer Experience Specialist B2B

A B2B Customer Experience Specialist builds and manages relationships with business clients, driving post-sales satisfaction, account retention, and upselling opportunities. They act as the primary point of contact, ensuring seamless onboarding, troubleshooting complex issues, and advocating for the client across internal teams. Key Responsibilities • Account Management: Serve as the primary point of contact for key B2B accounts, resolving escalations and maintaining strong, long-term relationships. • Onboarding & Implementation: Guide new business clients through the setup and onboarding process to ensure a smooth transition. • Feedback & Optimization: Gather, track, and analyze client feedback and metrics (e.g., NPS) to identify pain points and propose actionable improvements. • Cross-Functional Collaboration: Partner with sales, product, marketing, and technical teams to ensure alignment and deliver a unified customer journey. • Growth & Retention: Develop retention strategies to reduce churn and identify opportunities to upsell or cross-sell products and services.