Client Experience Manager
STAT Recovery Services
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Engage, retain and expand your designated BOB
- Develop and maintain close relationships with your clients to ensure that we are meeting and exceeding their expectations across all STAT service offerings
- Maintain frequent contact with your portfolio of clients (approx. 50 accounts) on a regular basis (anywhere from daily, weekly or monthly touch points) depending on service scope via email, phone, and Zoom
- Ownership of the client journey from the Sales > CX handoff and corresponding engagement, retention, expansion and revenue impact
- Detailed internal account management, organization, and communication, along with service execution & monitoring to ensure value, retention, and excellent client experience
- Cross collaboration with internal departments (Sales/Dev/Analysts/Product) to ensure a fluid client experience along with the execution of all client requests, questions, needs, and business goals spanning multiple retailers
- Identify opportunities where we can provide additional value-add services to our clients and internally work with relevant departments to execute
Requirements
- 4+ years of experience in a customer experience/client success-facing role. Ideally midsize and above clients
- Direct Retailer (Walmart, Target, Amazon, Kroger) and/or CPG experience
- Experience using a CRM (preferably Hubspot) and/or other project management & dashboard platforms such as Asana, Power BI, Intercom, etc.
- Have a high value around proactive service and proven track record of helping clients address their needs
- Excellent written and verbal communication skills
- Relevant tech and software skills, including but not limited to SAAS products, Slack, G Suite, CRM’s
- Comfortable reviewing data and metrics and communicating those narratives in a clear and concise manner
Benefits
- 8% 401k Match eligible to participate in our 401(k) savings and matching funds program, employer match your 401(k) contributions, up to 8% of your salary.
- Employer paid health, dental, and vision benefits for you and your dependents
- Employer paid Short-Term, Long-Term Disability, & Basic Life
- Access to Free Virtual Primary, Urgent, and Mental Healthcare
- Flexible vacation policy
- Remote work environment
- Paid Parental Leave
- Opportunity to travel for Company Wide and Functional Team gatherings
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer experienceclient successaccount managementdata analysisservice executionretention strategiesvalue-add servicescommunicationproject management
Soft skills
relationship buildingproactive serviceorganizational skillscollaborationproblem-solvingcommunication skillsclient engagementattention to detailadaptability