B2B Customer Experience Specialist

Job Summary

The B2B Customer Experience Specialist is responsible for managing and growing relationships with existing business clients while ensuring an exceptional after-sales experience. The role focuses on maintaining key accounts, identifying opportunities to upsell service offerings, coordinating pre-site inspections, and serving as the primary point of contact for clients throughout the customer journey. This position requires frequent client meetings, strong relationship management skills, and close collaboration with internal teams to deliver excellent service.

Key Responsibilities

• Manage and maintain relationships with assigned B2B accounts, acting as the primary point of contact for service-related concerns and opportunities.
• Conduct regular client visits to strengthen relationships, understand business needs, and ensure customer satisfaction.
• Identify and pursue opportunities to upsell after-sales service offerings, including Preventive Maintenance (PM), Technogym Care, and other service solutions.
• Coordinate and conduct pre-site visits and inspections to assess client requirements and recommend appropriate service solutions.
• Ensure a seamless customer experience by proactively addressing client concerns and coordinating with internal service, operations, and technical teams.
• Monitor account performance and identify opportunities to improve customer engagement, retention, and long-term partnerships.
• Prepare proposals, quotations, and service recommendations based on client needs.
• Maintain accurate records of client interactions, opportunities, and account activities in the CRM system.
• Stay updated on Technogym products, services, and industry trends to effectively support clients and recommend solutions.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Hospitality, Engineering, or a related field.
• At least 2-5 years of experience in B2B sales, key account management, customer success, or customer experience.
• Experience handling corporate clients and managing long-term business relationships.
• Proven experience in upselling or cross-selling products and services is highly preferred.
• Strong relationship-building, negotiation, and communication skills.
• Customer-centric mindset with excellent problem-solving and stakeholder management abilities.
• Comfortable conducting regular client meetings and site visits.
• Proficient in Microsoft Office and CRM systems.
• Willing to travel for client visits as needed.