Transcard

Senior Client Experience Manager

Transcard

full-time

Posted on:

Origin:  • 🇺🇸 United States • Tennessee

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Job Level

Senior

About the role

  • Operate as the lead point of contact for all matters specific to allocated client accounts, connecting with key business executives and decision makers.
  • Build and maintain strong, long-lasting customer relationships and develop new business from existing clients.
  • Collaborate with our sales team to help achieve company goals while keeping clients satisfied and engaged long-term.
  • Assist in overseeing the Client Experience Team with a strong focus on SLAs and customer satisfaction.
  • Drive department scaling initiatives by developing and documenting processes for key milestones and scenarios throughout the implementation lifecycle.
  • Provide ongoing enablement, coaching, and development, sharing and shaping customer support best practices and strategies.
  • Serve as an escalation point for customer issues and feedback, coordinating resources to drive timely resolution and response.
  • Build and maintain reporting and processes to manage operational team capacity and utilization, using data to inform resource needs.
  • Support the roll-out of new processes and programs as implementation experience and products mature (product feedback tracking, customer education program).
  • Collaborate with leadership to adjust support offerings as needed, ensuring alignment with broader goals and strategies.
  • Assist hiring and onboarding of new team members as needed.

Requirements

  • 6+ years of experience in professional services, customer support, or operational leadership.
  • Understanding of SaaS B2B and B2C applications, tech stacks, and business models, with the ability to map features and functionality to business objectives and values.
  • Strong working knowledge of PC-based business software, including Microsoft Outlook, Excel, and Teams, along with CRM tools (HubSpot experience is a plus) and help desk support software.
  • Familiar with the needs and expectations of customers during software implementation.
  • Data-driven problem solver, with experience managing and improving Customer Support and Professional Services KPIs.
  • Work productively in a fast-paced environment with dynamic workdays and ability to multi-task and prioritize your tasks.
  • Strong written and verbal communication skills.
  • Demonstrate high level of attention to detail and thoroughness.
  • Ability to apply critical thinking with troubleshooting and resolving complex issues.
  • Highly organized.
  • Motivated, self-starter, willing to learn new programs and maintain organization.
  • The ability to work as part of a team and independently.
  • Fluent in technical concepts and an aptitude for explaining technical concepts to both technical and non-technical stakeholders.
  • Proven track record of success as a people leader.
  • Effective online methods of communication.
  • Candidate must reside in the US and be work authorized. We are unable to offer visa sponsorship.