Client Briefing Advisor

Job description

·  Job Description:

Apply customer experience and loyalty research and measurement to design, deploy and manage the total customer experience for assigned segment/product/solutions. Lead customer experience design and definition through the strategic application of design methodologies, conducting user groups and identifying usability across customer lifecycle touch points, including customer relationship with company. Lead strategic alignment of organizations and resources to deliver designed customer experiences to market and maintain customer retention. Represent the voice of the customer and actively participates in direct customer interactions. Design, deliver and manage customer experiences within Customer Experience Centers.

Responsibilities:

·  Define customer experience requirements across customer touch-points typically for a single product/solution category for a single business.
·  Apply and tailor customer experience design methods to lead complex cross-functional and/or cross-business teams in the definition of customer experiences.
·  Lead cross functional team, including non-company entities to design customer experience across the entire customer lifecycle, including the overall relationship.
·  Lead horizontal teams to deliver experiences to the market.
·  Develop and implement customer experience metrics.
·  Design and manage customized customer experiences and briefings for the briefing center(s).
·  Facilitate discussion, synthesize conclusions and identify follow up plans resulting from briefing(s).
·  Develop new ideas and methods for using briefings to increase sales and improve company-customer relationship.
·  Provide direction and guidance to process improvements and establish policies in the Executive Briefing Center.
·  Execute customer retention program and user groups.

Education and Experience Required:

·  BA or BS in Marketing or related field; MBA preferred.
·  7+ years marketing experience.
·  Industry, sales, channel and/or project management experience a plus.

Knowledge and Skills:

·  Expert knowledge of marketing fundamental, products/services/solution lifecycle and knowledge management.
·  Experience in developing and driving consistent field adoption of industry/segment message.
·  In-depth knowledge of industry and customer segments and demand generation program.
·  Familiarity with and/or experience in partner management.
·  Excellent written/oral communications and analytical skills.
·  Excellent interpersonal skills; ability to build and manage virtual teams.
·  Excellent negotiating skills.
·  Ability to interface effectively with all levels of management and functional disciplines.
·  Excellent influencing and consensus-building skills.
·  Deliver against all requirements relating to the pre-briefing needs of a client meeting (i.e. agenda development, speaker preparation, presentation review, AV requirements, etc)
·  Provide on-site support of client briefings in the Plano Regional Briefing Center
·  Use previous briefing experience to help develop a consistent client experience in client facing locations
·  Oversee daily operations of the Plano Regional Briefing and Demonstration Centers
·  Use public speaking skills to prepare for and guide clients through a customized tour of the  Demonstration Center
·  Leverage a background in IT to deliver against all requirements above
·  Demonstrate excellent verbal and written communication skills