Senior Business Relationship Manager

4 days ago

Dublin, Dublin City, Ireland beBeeCustomer Full time €95,000 - €115,000
Senior Customer Success Professional

We deliver exceptional customer experiences to business owners and accountants, leveraging our products: QuickBooks Online, QuickBooks Payroll, QuickBooks Accountant, QuickBooks Self-Employed, and QuickBooks Time.

Our focus is on being effective and efficient, eliminating customer friction, expanding value to the business, and driving positive customer outcomes.

Senior Customer & Compliance Expert Role

Collaborating across the EMEA business and with customers, you will understand their pain points, advocate for their needs and those of our employees, and manage business risk by adhering to compliance standards.

You will employ a customer-obsessed, data-driven approach to address customer and business challenges with quality and speed, championing customer trust.

Key Responsibilities:
  • Proactively review complaint cases to ensure compliance processes are followed and prioritize customer resolution.
  • Perform root cause analysis to uncover process, product, and interaction breakdowns, managing systemic issues to resolution.
  • Ensure compliance with complaints handling rules and expectations of regulatory bodies.
  • Act as a point of escalation for product-related customer pain that requires investigation from multiple sources and channels.
Required Skills and Qualifications:
  • Strong analytical skills with a passion for data and reporting.
  • Experience in root cause analysis and managing RCA outcomes.
  • Relationship management skills, especially with regulatory bodies.
  • Ability to influence product development based on customer and employee feedback.
  • Deep customer empathy and a commitment to understanding and serving customers.
  • Excellent verbal and written communication skills.
  • Continuous improvement mindset, always seeking to raise standards.
  • Ability to champion cultural changes to build and maintain customer trust.
  • Agility to test assumptions and deliver results quickly.

Join Our Team and Elevate Customer Experience

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