Customer Experience Manager
New
M
Mark43Public Safety Software
Must reside in the NortheastFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5-10 years
- Required Skills
- Project ManagementChange ManagementCustomer SuccessAccount Management
Requirements
- 5-10 years of account management, customer success, consulting, project management, and/or customer success experience.
- Four-year university/college degree preferred.
- Proven experience participating in a complex project from start to finish.
- Outstanding written and oral communication skills, with the ability to adjust internal jargon for external clients.
- Detail oriented with the ability to document and track tasks.
- Ability to multitask and work on multiple projects concurrently.
- Ability to travel up to 50-80% and comfort working directly from client sites.
- Interest in working with public sector clients, such as law enforcement (LE), at the local, state, or federal level.
- Comfortable working remotely and residing in the Northeast.
- Experience providing and receiving feedback across levels of leadership and peers.
- Change champion able to adapt to changing processes and needs.
Responsibilities
- Advocate for the client to ensure their needs are being met.
- Participate in pre-implementation activities to establish relationships and domain expertise early in the deployment process.
- Perform post-implementation tasks on-site with clients while working on a dynamic Customer Experience team.
- Collaborate with the Customer Support, Account Management, and Implementation teams to ensure a smooth post-implementation experience for clients.
- Work with clients to learn and understand their current workflows.
- Keep diligent records of all client meetings, tasks, and deliverables.
- Seek out and nurture relationships with power-users and influencers within client sites.
- Track user feedback to help influence the product roadmap and maintain communication with clients to resolve product issues.
- Distribute and ensure completion of client surveys and maintain responsibility for client NPS scores.
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