CX Lead

Position Summary

The Customer Experience Lead (CXL) is an expert in relationship management and a vital member of the Customer Experience Team. This team is responsible for the overall success, satisfaction, and retention of GDS Clients. The CXL is a strategist and proactive in their approach to customer engagement. Their role is to bridge the gap between vendor and customer, collaborates with GDS’ IT developers, as well as the Production, Marketing, and Sales Teams to enhance customer services and product awareness. The CXL is a curious, problem-solver who is interested.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Ultimately responsible for helping GDS improve processes and create a positive customer experience.
• Nourish existing client relationships and assist with onboarding new clients.
• Act as a “trusted advisor,” recognizing areas for growth or improvement, and supporting the Account Managers (AMs) during renewals and new business opportunities.
• Collaborate with AMs and clients to identify key performance indicators and ensure that customers are achieving their goals by using our products and services
• Monitor and track a set of desired outcomes established by the Customer Experience Team and interpret data for multiple clients.
• Coordinate with technical and support team members to review data and identify customer-centric solutions.
• Express the value of GDS’s services through quarterly reviews and other client activities.
• Build informative and engaging presentation decks, reports, and other artifacts for clients, including their C-level executives.
• Gain feedback and client insights, communicate observations to team members and facilitate the appropriate response.
• Collaborate with the marketing team in developing branded, client-facing materials that can be used in presentations and client communications.
• Monitor the health of client relationships, recognize signs of dissatisfaction, and develop a plan to re-engage and retain at-risk clients.
• Identify methods of tracking the value of the Customer Experience Program.

• Track and interpret data sets that monitor achievements of the Customer Experience Program and develop robust, stylized reports for GDS’s senior leadership.
• Mentor Customer Experience interns and create opportunities that impact their professional development.
• Maintain knowledge of GDS services, industry trends, and competitive landscape and seeks new professional development opportunities.
• Performs other duties as assigned

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Associates Degree (or 2+ years of equivalent training )in marketing, communications, advertising, business management, or in a related field preferred
• At least 2 years’ experience as a customer experience analyst or similar customer support role.
• Preferred 1-2 years Telecom or IT related industry experience.
• Extensive experience in gathering and interpreting customer experience information.
• Solid knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office and other customer services software.
• Exceptional interpersonal skills and client-centered approach.
• Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Additional Benefits: Along with getting to work for a great team, GDS also offers the following benefits

• Competitive Compensation
• Health Coverage
• Dental Coverage
• Vision Coverage
• 401K 
• Competitive Compensation
• Other Related Benefits

**All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, or national origin.