Description
Job Overview
The Client Experience & Enablement Specialist is a highly autonomous, consultative account management, and technical execution role responsible for safeguarding Flipp's premier revenue engines, expanding its global market, and actively driving product monetization.
Key Responsibilities
Enterprise Portfolio Optimization & Revenue Safeguarding
- Manage complex parent-subsidiary corporate structures, maintaining flawless subject-matter expertise across varying banner rules, distinct weekly content cycles, and unique regional consumer behaviours.
- Proactively re-engineer internal and external workflows to expedite standard 5-day domestic lead times down to a hyper-efficient 1-to-4-day turnaround.
- Serve as the primary technical deployment partner for high-value clients pioneering new product features and beta tests.
- Protect and grow accounts generating the top ~80% of corporate revenue through proactive risk identification, intense quality assurance, and aggressive optimization of high-volume weekly content lifecycles.
High-Velocity Scaling & Global Integration
- Lead the end-to-end technical onboarding lifecycle for all net-new domestic and international retailers forecasted by the New Business team.
- Engineer and execute compressed, high-velocity quality assurance workflows to meet ultra-tight international Service Level Agreements (SLAs).
- Act as the ultimate technical escalation point and operational backstop for automated and outsourced workflows spanning hundreds of longtail retail accounts.
Shared Universal Responsibilities
- Proactively identify and flag un-monetized "secondary content" submitted by retailers, partnering with the internal Sales team to architect monetization strategies.
- Design, synthesize, and maintain comprehensive Voice of the Customer (VoC) documentation detailing client desires, content structures, and systemic friction points.
- Actively discover and deploy continuous improvement initiatives to streamline proprietary system pipelines, eliminating low-value technical bottlenecks and optimizing resource allocation.
- Interface directly with senior external client champions using precision questioning to uncover underlying business challenges.
- Independently investigate, diagnose, and resolve complex frontend system anomalies and data discrepancies.
Requirements
- 1-3 years of experience coordinating projects
- 1-3 years of experience working with clients/customer service and building relationships