Client-Facing Customer Experience Lead (TOD) 17584

Role: Client-Facing Customer Experience Lead
Priority Location: South Africa
Working Hours: 8AM to 5PM (SAST preferred overlap required)
Type of contract: Full-Time
Type of job: Remote
Salary Range: $4000 to $5500 per month

The final offer is at the clients discretion and will depend on the candidates interview result skills and experience.

About the Company: A market intelligence firm that helps science-driven consumer brands make faster smarter decisions. The team supports clients by turning complex market signals into clear actionable insight combining strong research workflows with technical capability and a high-touch client experience. It operates as a fast-paced remote-first business that values ownership flexibility and clear communication as it scales.

About the Role: We are looking for a senior client-facing Customer Experience Lead to serve as the primary point of contact for sophisticated multinational clients. This role is ideal for someone who communicates at a high level thinks critically and stays calm and effective when priorities shift or information is incomplete. You will own client calls relationship management needs discovery and ongoing coordination across internal teams. You are comfortable with ambiguity can guide conversations confidently and can turn client feedback into clear next steps and outcomes.

Key Responsibilities

• Client Relationship Ownership: Act as the primary day-to-day contact for assigned clients ensuring an exceptional and consistent experience.
• Client Calls and Communication: Lead calls end-to-end set agendas capture decisions and follow through on action items with clear timelines.
• Needs Discovery: Uncover business goals constraints and success metrics through structured questioning and active listening.
• Ambiguity Navigation: Make sound judgment calls when details are unclear and escalate with context and recommended options when needed.
• Stakeholder Management: Coordinate across internal stakeholders to ensure client needs are understood prioritized and delivered.
• Issue Resolution: Identify risks early manage escalations professionally and drive problems to resolution with minimal friction.
• Reporting and Insights: Provide concise updates highlight trends and translate client sentiment into operational improvements.

Qualifications & Skills

Hard Skills:

• Client-Facing Experience: Proven experience managing high-touch client relationships ideally with multinational or enterprise-level customers.
• Structured Communication: Strong ability to write clear follow-ups summaries and action plans.
• Operational Discipline: Comfortable tracking deliverables deadlines and next steps across multiple workstreams.
• Tool Proficiency: Comfortable with CRM tools ticketing systems and collaboration tools (e.g. Slack Google Workspace Notion Asana or similar).

Soft Skills:

• High-Level Communication: Confident polished and warm communication style that builds trust quickly.
• Critical Thinking: Strong reasoning and problem-solving skills able to connect dots and propose practical solutions.
• Comfort with Ambiguity: Able to move forward without perfect information and keep stakeholders aligned.
• Ownership Mentality: Takes accountability for outcomes not just tasks.
• Professional Presence: Calm under pressure excellent judgment and strong client etiquette.

Nice to Have:

• Experience supporting SaaS managed services or remote delivery teams
• Experience with client onboarding QBRs renewals or expansion conversations
• Experience working with US UK EU or global time zones