Customer Experience Specialist

Job Description

Job Description

Customer  Experience Specialist  –   Raleigh, NC  

Our client delivers localized digital marketing experiences through innovative technology and a local-first approach. Our client is passionate about driving measurable results, leveraging data-driven insights, and staying ahead of industry trends.

This permanent position   is in Raleigh, NC ,   and the company honors a hybrid schedule . The company offers a competitive salary, profit sharing , and an excellent  benefits package.   No visa situations for these opportunities .

Some places call this role Customer Success Specialist, but our client calls it a  Customer Experience Specialist  because they value customer outcomes and how the customer experiences their team and digital platform.

The Customer Experience Specialist plays a key role in managing and growing customer relationships. This position is responsible for owning a book of businesses, ensuring customer satisfaction, retention, and revenue growth through strategic account management and consultative selling.

The ideal candidate is a dedicated, agile, and organized professional with a passion for continuous learning. Someone who keeps up with marketing and technology trends and is always adapting to meet customer needs! You deliver excellent customer service, confidently upsell additional products and services, and proactively look to drive value to our customers. A successful candidate is a strategic thinker, an excellent presenter and communicator, and a natural problem solver.

Role Overview

The Customer Experience Specialist is accountable for the day-to-day management of assigned customers and serves as the primary point of contact for their needs. This role works cross-functionally with internal team members such as Corporate Program Managers, Strategy, and Execution teams to deliver solutions that align with our customers’ goals and objectives.

Key Responsibilities

- Manage and grow a portfolio of multi-location business accounts within the Franchise Brands, Multi-Location Retailers, and Automotive Brands business segments.
- Serve as the primary account manager and internal liaison, coordinating projects and initiatives that support retention and revenue growth.
- Act as a subject matter expert on company products, ensuring customers understand and leverage the full value of our solutions.
- Manage account planning cycles, resolve issues, provide training, and build strong relationships with key customer stakeholders.
- Deliver data-driven insights and consultative recommendations to help customers achieve their business objectives.
- Identify opportunities to expand services within the existing customer portfolio.
- Build and maintain relationships with multi-location business owners and key stakeholders to gain insight into corporate strategies.
- Lead strategic account calls, conduct performance reviews, and represent the company at customer events and industry conferences.
- Collaborate with internal teams to develop effective campaign strategies.
- Maintain accurate and up-to-date account information in the CRM (Salesforce) and adhere to account management processes, including contract updates and forecasting.

Qualifications

- 2+ years of demonstrated experience in strong technical aptitude, analytical capabilities, and experience with the advertising technology ecosystem
- Minimum of 2 years of experience in account management, customer success, or a related B2B customer-facing role.
- Comfortable and confident presenting data and telling a story for key and actionable customer insights.
- Must have outstanding organizational skills with a strong attention to detail and be process-driven.
- Demonstrated ability to manage multiple priorities and deliver results under tight timelines.
- Excellent communication, presentation, and relationship-building skills.
- Ability to work collaboratively across departments in a fast-paced environment.