Customer Experience Manager

New

Mark43Public Safety Software

Mark43 is approved to hire in Canada, the UK, and 36 U.S. states, including Alabama, Arizona, California (excluding San Francisco), Colorado, Connecticut, Washington D.C., Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Massachusetts, Maryland, Maine, Michigan, Minnesota, Missouri, North Carolina, Nebraska, New Hampshire, New Jersey, New Mexico, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Vermont, Washington, Wisconsin, and West Virginia.Full-TimeManager

Salary not disclosed

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Job Details

Experience: 5-10 years
Required Skills: Project ManagementAccount ManagementChange ManagementCustomer Success

Requirements

5-10 years of experience in account management, customer success, consulting, or project management.
Proven experience participating in a complex project from start to finish.
Ability to travel 50-80% of the time and comfort working directly from client sites.
Strong written and oral communication skills.
Detail-oriented with the ability to document and track tasks.
Ability to multitask and work on multiple projects concurrently.
Excitement about working with cross-functional teams in a matrix organization.
Interest in working with public sector clients like law enforcement.
Four-year university/college degree preferred.

Responsibilities

Advocate for the client to ensure their needs are being met.
Participate in pre-implementation activities to establish relationships and domain expertise.
Perform post-implementation tasks on-site with clients.
Collaborate with Customer Support, Account Management, and Implementation teams.
Document client workflows and track client meetings, tasks, and deliverables.
Influence product roadmap based on user feedback and track issue resolution.
Manage client surveys and take responsibility for NPS scores.

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