Customer Experience Manager
Kaseware
full-time
Posted on:
Location Type: Hybrid
Location: Denver • Colorado • United States
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Salary
💰 $100,000 - $120,000 per year
About the role
- Solution with the client to refine processes and procedures to meet the customer use cases and requirements, post-implementation
- Form scope assessments, define work plans and roadmaps, and oversee groups executing implementation plans
- Liaise between departmental stakeholders and executive leadership to ensure alignment of all systems implementation
- Monitor customers post roll out and create plans detailing insights and potential improvements for future initiatives
- Communicate proactively with all involved personnel to provide encouragement, identify problems, create solutions, and implement efficiency improvements
- Work closely with the development team to prioritize and advocate for customer needs and develop a roadmap for customer requirements
- Work with the Account Management/CSM team to collect and analyze feedback from clients to continuously improve the implementation process and customer satisfaction, tracking key performance indicators like Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
- Learn all facets of the Kaseware solution to provide a deep technical expertise and understand to clients
- Liaise between technical and non-technical teams to translate operational needs into technical solutions
- Champion the customer perspective in decision-making processes and proposing innovative solutions to enhance the customer experience
- Ability to travel up to 50% of the time
Requirements
- Bachelor’s degree in engineering, computer science or related field, or equivalent work experience (Preferred)
- Excellent problem-solving skills in identifying and resolving customer issues and proactively addressing potential problems.
- Experience working with quality management approaches, techniques, and principles to ensure quality project delivery
- Full understanding of software development lifecycle and best practices
- Strong oral and written communication skills and the ability to present a polished, professional, and diplomatic image to all stakeholders
- Minimum four years experience in the IT field as a senior customer experience or implementation manager to include interactions with customers, project management and development
- Job experience in public safety, law enforcement, CAD, and/or RMS
Benefits
- Competitive salary and bonus program in an entrepreneurial environment
- Excellent health, dental, and vision insurance with generous company contribution
- FSAs, HSAs
- Unlimited paid vacation
- 12 paid company holidays
- Paid Sick Time
- Paid Parental Leave
- 401k with company matching
- EcoPass provided for Colorado-based employees
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
quality managementsoftware development lifecycleproject managementcustomer experience managementimplementation managementdata analysisperformance trackingtechnical solutionsprocess improvementroadmap development
Soft Skills
problem-solvingcommunicationcollaborationleadershipcustomer advocacyproactive engagementdiplomacyencouragementinsight generationstakeholder alignment
Certifications
Bachelor’s degree in engineeringBachelor’s degree in computer science