Customer Experience Specialist - Sounding Board

BTS; United States; On-site; USD 75,000 - 90,000; Full time

Job summary

BTS is seeking a Customer Experience Specialist to manage customer relationships and ensure successful implementation of coaching services. This mid-senior level role will involve deep engagement with clients, project management, and collaboration with sales to refine customer experiences and outcomes. Ideal candidates should have a background in customer success, leadership development, and strong analytical skills, contributing to measurable business impacts.

Qualifications

• 1-5 years professional experience in customer-facing role.
• Experience in Leadership Coaching/Development or working with L&D.
• Ability to manage multiple, complex projects.

Responsibilities

• Develop and maintain customer relationships for SaaS services.
• Analyze customer data and generate insightful reports.
• Collaborate with sales team to drive renewals and reduce churn.

Skills

Customer Relationship Management

Analytical Skills

Project Management

Consultative Skills

Education

4-year degree

Tools

Asana

Salesforce

Microsoft Office Suite

Job description

Customer Experience Specialist - Sounding Board

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Who We Are

BTS is a consultancy specializing in the people side of strategy. For over three decades we’ve been designing powerful experiences that have a profound and lasting impact on businesses and their people. We help the world’s leading companies turn strategy into results.

Who We Are

BTS is a consultancy specializing in the people side of strategy. For over three decades we’ve been designing powerful experiences that have a profound and lasting impact on businesses and their people. We help the world’s leading companies turn strategy into results.

Our next-generation approach combines deep business knowledge with transformational development to help people and their company evolve together. We equip leaders for tomorrow, inspire new ways of thinking, and build critical capabilities through targeted interventions, including working sessions, workshops, offsites, and more.

Sounding Board, a BTS company, is first-of-its-kind coaching enablement platform for large enterprises offering both the technology infrastructure and the coach network to enable and scale coaching practices organization-wide. With a vision to democratize access to coaching across all levels of an organization, Sounding Board combines a SaaS, cloud-based management platform with a high quality, managed network of global coaches that can deliver remote, virtual 1:1, and group coaching at scale. Our customers include large-scale enterprise Fortune 500 companies. When companies partner with us, they see a resulting increase in promotion, retention, and in critical leadership skills in their managers.

What You’ll Do At BTS

• Develop, maintain, and grow multiple customer relationships to ensure the successful implementation of coaching and other SaaS-based services
• Gain deep understanding of customer business objectives and align coaching initiatives to drive measurable impact
• Lead successful roll-out of Sounding Board services to customer, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Analyze customer data and generate insightful reports that enhance the customer experience and demonstrate the business impact of coaching
• Serve as a Subject Matter Expert on coaching as a leadership development program for corporate HR / L&D leaders
• Serve as the voice of coaches for customer sponsors
• Collaborate closely with the sales team to drive renewals, reduce churn, and expand customer accounts
• Work with stakeholders to renew or extend existing coaching services
• Explore opportunities to expand coaching services within the customer organization through referrals, introductions to other departments or expansion of offered services
• Uncover opportunities to further promote customer through external facing marketing initiatives (white paper, webinar, etc.)
• Represent the voice of the customer to inform our sales/marketing process and product roadmap
  

What We’re Looking For

• Experience within the Leadership Coaching/Development space or experience working with L&D, Talent and HR departments
• Strong attention to detail and proven ability to manage multiple, complex projects simultaneously – especially within large enterprise environments
• Comfortable managing 25+ client relationships and a book of business of $500K – 1M+
• High level of technical fluency, comfortable working with a large tech stack, and learning new programs and systems quickly and seamlessly interfacing between multiple platforms to manage the workload
• Results-driven mentality, with a strong ability to learn quickly and adapt, coupled with a bias for speed and action
• Strong consultative and analytical skills with the ability to generate customer facing reports including pulling, analyzing, and formatting data into clear, actionable, and visually digestible presentations.
• Demonstrate collaborative cross-functional leadership to deliver exceptional service and make our customers successful
• Exceptional client management, project management, organization, meeting facilitation, and written communication skills
• Proficient in using project management, work management and/or customer success applications and tools (e.g., Asana, Salesforce, Microsoft Office Suite)
• Comfortable working independently in a remote environment while proactively seeking support and collaboration when needed to ensure high-quality outcomes
  
  

Qualifications

• Required
• 1-5 years professional experience supporting the delivery of adult learning, talent/human resource, and/or professional development programs ideally with a focus on leadership development
• 1-5 years professional experience in a customer-facing role such as Customer Success, Engagement Management, Relationship Management, Account Management, or Customer Support
• Completion of a 4-year degree
• Based in US
• Eligible to work in the US permanently without sponsorship
• Preferred
• 1-5 years professional experience working in or with enterprise-level companies
• 1-5 years working in a SaaS environment
• Exposure to or involvement in scaling customer programs within a technology-driven organization
  

Salary Information

Annual Salary Range: $75,000- $90,000, commensurate with experience. This role is also eligible for commission.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Strategy/Planning and Information Technology

• Industries

  Business Consulting and Services

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