Customer Experience Manager

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 Customer Support, Account Management, and Implementation teams to ensure a smooth post-implementation experience.
• 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 influence the product roadmap and maintain communication with clients to resolve product issues.
• Distribute and ensure completion of client surveys; responsible for clients' NPS score.
• Collaborate internally to solve complex problems and work on a diversity of tasks in a fast-paced environment.
• Collaborate with first responders.
• Innovate and test new processes to improve efficiency and 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.
• Ability to problem solve independently or by asking smart questions.
• Outstanding written and oral communication skills, including adjusting internal jargon for external audiences.
• Detail oriented with 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 (and 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.

Nice-to-Haves

• Interest in public safety and government agencies.
• Experience with first responders or law enforcement workflows.