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Sr Customer Experience Specialist
5200 Illumina Way San Diego, CA 92122 US
Job Description
JOB DESCRIPTION:
At client, you’ll be part of a forward-thinking team dedicated to transforming customer engagement and strengthening strategic relationships. As a Customer Engagement Manager, you will be responsible for orchestrating tailored, high-profile engagements within our state-of-the-art Customer Engagement Center (CEC) located in San Diego. You will collaborate with cross-functional teams to facilitate compelling discussions, ensure seamless execution, and drive meaningful customer interactions that support business objectives.
Join us in shaping the future of customer engagement at client.
Tasks and Responsibilities
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- Assess and qualify requests based on sales impact, revenue potential, level of attendees, market segmentation, stage in sales cycle, etc.
- Consult with account managers on successful briefing execution from initial request to create agenda, source discussion leaders and lead prep calls
- Work with senior leadership, sales, marketing, and other departments to create, plan and execute customized briefings that meet the objectives of both the customer and account team
- Facilitate planning calls with account team and discussion leaders to ensure understanding of briefing objectives
- Facilitate briefings to ensure execution of agenda and capture of feedback, notes, and follow-up actions
- Manage experience through various delivery methods: on-site, virtual and hybrid
- Provide feedback to account team and discussion leaders in form of debrief
- Build and maintain relationships with marketing and sales teams, product managers, executives, and administrative partners to ensure the execution of successful briefings
- Maintain detailed knowledge of client products and solutions
Preferred Educational Background
· Bachelor’s degree in marketing, related technical field, or equivalent practical experience.
Preferred Experiential Background
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- 3+ years of experience working in a briefing center or equivalent experience in a customer-facing role in marketing, sales, or customer success
- Experience working closely with executives (internally and of customers)
- Passionate about Customer Experience – willing to go the extra mile
- Excellent communication and negotiating skills
- Knowledge of Salesforce.com and briefing management software a plus
- Location at San Diego HQ is required
- Working outside of normal business hours may be required
The staffing industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly and never provide banking information during the application process. Candidate safety is a top priority at Planet Pharma.
Planet Pharma is an equal opportunity employer. It is our practice not to discriminate against any employee or applicant based on any criteria, condition or basis protected by laws or regulations in the locations where we do business. All qualified applicants are encouraged to apply. We celebrate diversity and are committed to providing an environment of mutual respect. We believe that diversity, equity and inclusion enable us to better meet our mission and values while serving our clients across the globe. If you have a disability or handicap and would like us to accommodate you in any reasonable way, please inform your recruiter, or contact us, so that we can discuss the appropriate alternatives available.
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