Customer Experience (CX) Specialist – M&A

We are looking for an experienced CX Specialist. You will be responsible for managing and enhancing the customer experience during the pre-acquisition, integration, and post-acquisition phases. You will serve as the customer advocate, ensuring smooth transitions, retention, and proactive handling of customer feedback. Your work will directly impact the success of our acquisition strategy by fostering strong customer relationships and driving engagement.

About the job

Location: Hybrid (HQ Borehamwood)
Freelance, fixed term contract.

Duties & Responsibilities

Customer Engagement & Retention:

Act as the primary point of contact for customers during acquisition transitions.
Build and maintain strong relationships with key customer stakeholders to foster trust and loyalty.
Proactively address customer concerns, questions, and expectations.

M&A Support:

Work closely with our senior management, M&A and integration team members to understand the strategic goals and integration plans.
Develop and execute customer engagement strategies for each acquisition phase (pre, during, and post-acquisition).
Ensure communication plans are clear, transparent, and timely.

Customer Advocacy:

Gather customer insights and feedback through surveys, interviews, and direct communication.
Identify customer pain points and ensure that feedback is acted upon.
Liaise with internal teams to resolve customer issues efficiently.

Cross-Functional Collaboration:

Partner with marketing to craft customer-focused messaging and communications.
Collaborate with sales and account management to identify upsell and cross-sell opportunities.
Work with service delivery teams to ensure seamless operational transitions.

Process Improvement:

Develop best practices for customer engagement during acquisitions.
Identify opportunities to improve service delivery and customer satisfaction.
Maintain detailed documentation of customer interactions and action plans.

Skills and Experience required as a Customer Experience (CX) Specialist

Proven experience in a customer experience, customer success, or account management role, preferably within an MSP or technology environment.
Experience supporting M&A activities and managing customer transitions.
Strong relationship-building and communication skills.
Excellent problem-solving abilities and a customer-first mindset.
Ability to manage multiple projects simultaneously in a fast-paced environment.
Collaborative approach with experience working across marketing, sales, and operations teams.
Familiarity with CRM systems and customer feedback tools.

Desirable Skills

Understanding of IT services and managed solutions.
Change management experience.
Experience developing customer communication strategies.

Redsquid Communications Ltd is an equal opportunity employer. We take all reasonable steps to employ, train and promote employees based on their experience, abilities, and qualifications, without regard to age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic or national origins and caste), religion or belief, sex, or sexual orientation.

Apply now for success