Customer Experience Specialist

Digital Manufacturing Ireland; Limerick; On-site; EUR 55,000 - 75,000; Full time

Job summary

Digital Manufacturing Ireland (DMI) seeks a Customer Experience Specialist to manage post-sale client relationships across MSP offerings, ensuring a seamless onboarding and renewal process. You will collaborate with internal teams, analyse usage data, and communicate new capabilities while driving long-term client engagement and retention.

The role requires strong organisational skills, excellent communication, and a proactive approach to building trusted client partnerships within a leading

Qualifications

• Two years' client-facing experience in customer success or account management.
• Experience with learning analytics or engagement metrics.
• Experience using CRM systems and learning platforms.
• Experience in tech, SaaS, or manufacturing sector is advantageous.

Responsibilities

• Manage post-sale client relationships and onboarding.
• Schedule and run structured client reviews and renewal discussions.
• Coordinate with cross-functional teams to meet client needs.
• Capture client feedback and translate into improvements.

Skills

Customer Success

Account Management

Relationship Building

Organisational Skills

Communication

Presentation Skills

Data Analysis

Client Engagement

Education

Degree in Business/Marketing/Communications

Tools

CRM Systems

Learning Management Systems

Analytics Tools

Job description

About Digital Manufacturing Ireland (DMI):

Digital Manufacturing Ireland (DMI) is an industry-led organisation, supported by the Government of Ireland through IDA Ireland. Launched in 2023, DMI supports Irish-based manufacturers to access, adopt and scale digital technologies that address real-world challenges, enhance productivity and strengthen long-term competitiveness.

Based at its state-of-the-art facility in Limerick, DMI brings together advanced technology, industry expertise, learning and development, and business transformation capabilities. Through its physical and digital factory environments, technology ecosystem, collaboration spaces and training facilities, DMI enables manufacturers to innovate, build capability and accelerate digital transformation.

Role Overview:

The Customer Experience Specialist is responsible for managing and enhancing the post-sale client experience across DMI's portfolio of products and services, including the Manufacturing Skills Platform (MSP).Following handover from the commercial team, the Customer Experience Specialist becomes a key point of contact for the client, supporting a seamless transition through onboarding, ongoing engagement, client reviews, programme administration and renewal.

The role combines structured account management with proactive relationship building. It requires regular engagement with clients to understand their evolving needs, review utilisation and engagement, communicate new DMI capabilities and ensure that issues or requests are effectively coordinated across internal teams and support pre-sales activities.

Working closely with colleagues across DMI, the Customer Experience Specialist will help ensure that every client receives a professional, responsive and consistent experience, while identifying opportunities to strengthen relationships, increase engagement and support long-term client retention.

The successful candidate will be highly organised, relationship-focused and comfortable managing multiple client relationships simultaneously. They will be confident working with client data and engagement insights, coordinating across internal teams, and representing DMI professionally during client meetings and site visits.

Key Responsibilities;

Client Relationship Management:

• Manage the post-sale client relationship across DMI's portfolio of products and services, ensuring a positive and consistent client experience and work closely with the Director of Technical Operations & Strategic Clients to focus efforts on the highest-value, longest-lasting client relationships.
• Act as a primary point of contact following handover from the commercial team, supporting clients from onboarding through ongoing engagement and renewal.
• Build strong, trusted relationships with client stakeholders and develop a clear understanding of their organisational priorities, requirements and evolving needs.
• Maintain a structured programme of client engagement and proactively identify opportunities to improve utilisation, satisfaction and overall client value.
• Ensure client interactions, actions and key account information are accurately captured and maintained within relevant DMI systems.

Client Reviews, Engagement & Renewals:

• Plan and facilitate structured client review meetings, with engagement cadence tailored to the nature and scale of each client relationship.
• Review and present relevant client insights, including platform utilisation, learning analytics, engagement trends and user feedback.
• Support client visits to scope out new opportunities and build relationships with clients.
• Translate client data and feedback into meaningful recommendations to support increased engagement and value realisation.
• Proactively communicate relevant new DMI offerings, platform features, content releases, programmes and developments to clients.
• Develop an understanding of changes within client organisations that may create new requirements or opportunities for additional DMI support.
• Align client engagement activities with DMI’s organisational strategy and industry-facing priorities.
• Coordinate pre-renewal reviews, assessing client engagement, feedback and future requirements and identifying opportunities to broaden or deepen the relationship.
• Support the renewal, extension or closure of client agreements in line with DMI's commercial and contractual processes.

Cross-Functional Client Coordination:

• Work collaboratively with colleagues across Platform/Technical, Content, Platform Engagement, Commercial and other DMI teams to ensure client requirements are addressed effectively.
• Coordinate client requests and feedback with the appropriate internal teams and maintain ownership of communication through to resolution.
• Monitor outstanding client actions and ensure commitments are followed through in a timely and professional manner.
• Escalate material client issues or risks appropriately while maintaining clear communication with the client.

Client Experience & DMI Engagement:

• Coordinate, support and host visits to DMI's facility for existing clients and key stakeholders, providing a professional and engaging experience that showcases DMI's capabilities.
• Support clients in understanding and accessing relevant analytics and engagement insights, including user activity, participation and utilisation trends.
• Support appropriate client communications and engagement activities, including notifications relating to new content, product releases, programme updates and subscription milestones.
• Ensure clients can access appropriate technical and platform support in line with agreed service standards.
• Identify opportunities to connect clients with relevant DMI expertise, capabilities, programmes and services.
• Work closely with the Customer Success Lead and wider DMI teams to support the continued development of a consistent, high-quality client experience.
• Capture recurring themes, feedback and insights from client interactions and contribute these to product, service and client experience improvements.
• Support the development and implementation of customer experience processes, standards, templates and ways of working.
• Contribute to the ongoing development of client experience measures and reporting, including client satisfaction, engagement, retention and renewal indicators.
• Represent DMI professionally in all client interactions and ensure DMI's Code of Conduct is adhered to in all business activities.

Skills & Experience;

The successful candidate will ideally demonstrate:

• Experience in a customer success, account management, client services or customer experience role, with responsibility for managing ongoing client relationships.
• Strong relationship-management skills and the ability to build credibility and trust with stakeholders at different levels.
• Excellent organisational and planning skills, with the ability to manage multiple clients, priorities and deadlines concurrently.
• Experience managing a structured cadence of client meetings, reviews and follow-up activities.
• Confidence working with client data, utilisation metrics or engagement analytics and presenting insights in a clear and meaningful way.
• Strong communication and presentation skills, both written and verbal.
• A proactive and solutions-focused approach, with the ability to anticipate client needs and follow issues through to resolution.
• Experience coordinating across technical, commercial, content or delivery teams to achieve positive client outcomes.
• Confidence hosting client meetings, visits and presentations and representing an organisation professionally.
• Strong attention to detail, particularly in relation to client records, programme administration and contractual milestones.
• Experience within a learning, technology, SaaS, membership or platform-based environment, or coordinating certificate, accreditation or structured learning programmes, would be advantageous.

Qualifications;

Required:

• Degree or equivalent professional experience in business, marketing, communications, customer experience or a related discipline.
• A minimum of two years' relevant experience in a client-facing customer success, account management, client services or customer experience role.
• Experience working within a technology, training, learning, membership or platform-based organisation.
• Experience working with learning management systems, customer relationship management systems or client engagement platforms.
• Familiarity with learning analytics, customer engagement metrics or utilisation reporting.
• Experience coordinating certificate or accreditation programmes.
• Experience within manufacturing, technology, digital transformation or an innovation-focused environment.