Customer Experience Manager
Mark43
full-time
Posted on:
Location Type: Remote
Location: Massachusetts • United States
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About the role
- Advocate for the client to ensure their needs are being met.
- Participating in pre-implementation activities to establish relationships and domain expertise early in the deployment process.
- Performing post-implementation tasks, on-site with our clients, while working on a dynamic Customer Experience team.
- Collaborating with the Customer Support, Account Management and Implementation teams to ensure a smooth post-implementation experience for our clients.
- Working with our clients to learn and understand their current workflows.
- Keep diligent records of all client meetings, tasks, and deliverables.
- Seeking out and nurturing relationships with power-users and influencers within client sites.
- Tracking user feedback to help influence the product roadmap and maintain communication with clients to resolve product issues.
- Distributing and ensuring completion of client surveys and ultimately responsible for your clients NPS score.
- Collaborate internally to solve complex problems and work on a diversity of tasks in a fast-paced environment.
- Collaborating with first responders, which is a uniquely satisfying experience.
- Helping to innovate and test new processes to improve efficiency as well as internal and external customer satisfaction.
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.
- Knowing when to problem solve, either independently or by asking smart questions of your teammates.
- Outstanding written and oral communication skills - you’ll often be writing materials that will go directly to our clients and will need to adjust internal jargon for external.
- Detail oriented and the ability to document and track tasks.
- Excitement about working with cross-functional teams in a matrix organization.
- Ability to multitask and work on multiple projects concurrently.
- Ability to travel up to 50-80% and comfort working directly from client sites.
- Willingness to operate outside of assigned projects and pitch in wherever necessary.
- Interest in working with a public sector client, such as law enforcement (LE), at the local, state, or federal level.
- Comfortable working remotely.
- Experience providing (while comfortable also receiving) feedback across levels of leadership and peers.
- A change champion able to adapt to changing processes and needs while comfortable asking questions and creating dialog.
Benefits
- Mentorship from experienced Customer Experience team members.
- Constant collaboration with numerous Mark43 teams, including Customer Support, Implementation, Product, Engineering, and Executive leadership.
- Building mission critical and socially responsible software to enable first responders to better serve their communities.
- A team that respects and embraces your ideas and expertise.
- Coworkers that are motivated by pursuing excellence, rather than the prospect of personal gain.
- A workplace dedicated to supporting and bettering public safety and government agencies.
- An effort to balance autonomy and guidance.
- The chance to participate in development opportunities, including through services like Udemy, from day one.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
account managementcustomer successconsultingproject managementdocumentationproblem solvingmultitaskingfeedback provisionprocess innovationclient relationship management
Soft Skills
communication skillsdetail orientedcross-functional collaborationadaptabilityteamworkclient advocacyrelationship buildingorganizational skillstime managementcustomer satisfaction focus
Certifications
four-year university/college degree