Customer Experience Manager

This is a fully remote position, open to applicants in Alabama, +34 more states.

📋 Description

• Serve as an advocate for the client to ensure their needs are fulfilled.

• Engage in pre-implementation activities to build relationships and gain domain expertise early in the deployment process.

• Execute post-implementation tasks on-site with clients while being part of a dynamic Customer Experience team.

• Work collaboratively with the Customer Support, Account Management, and Implementation teams to guarantee a seamless post-implementation experience for clients.

• Collaborate with clients to gain insights into their current workflows.

• Maintain thorough records of all client meetings, tasks, and deliverables.

• Identify and cultivate relationships with power-users and influencers within client organizations.

• Monitor user feedback to influence the product roadmap and maintain communication with clients to resolve product-related issues.

• Distribute and ensure the completion of client surveys, ultimately being responsible for clients’ NPS scores.

• Work internally to address complex challenges and handle a variety of tasks in a fast-paced environment.

• Partner with first responders, providing a uniquely rewarding experience.

• Assist in innovating and testing new processes to enhance efficiency, as well as improve internal and external customer satisfaction.

⛳️ Requirements

• 5-10 years of experience in account management, customer success, consulting, project management, and/or customer success roles.

• A four-year degree from a university or college is preferred.

• Demonstrated experience in participating in complex projects from initiation to completion.

• Ability to determine when to problem-solve independently or seek assistance from teammates by asking insightful questions.

• Exceptional written and verbal communication skills, as you will frequently create materials for clients that require adjustment of internal jargon.

• Strong attention to detail with the capability to document and track tasks effectively.

• Enthusiasm for collaborating with cross-functional teams within a matrix organization.

• Capacity to multitask and work on several projects simultaneously.

• Willingness to travel up to 50-80% and comfort in working directly from client sites.

• Openness to operate outside of assigned projects and assist wherever needed.

• Interest in collaborating with public sector clients, such as law enforcement (LE), at local, state, or federal levels.

• Comfort with remote work.

• Experience in providing and receiving feedback across various levels of leadership and peers.

• A change champion who can adapt to evolving processes and needs while being comfortable asking questions and fostering dialogue.

🏝️ Benefits

• Mentorship from seasoned members of the Customer Experience team.

• Continuous collaboration with various Mark43 teams, including Customer Support, Implementation, Product, Engineering, and Executive leadership.

• Opportunity to build mission-critical and socially responsible software that empowers first responders to serve their communities better.

• A team that values and embraces your ideas and expertise.

• Colleagues motivated by the pursuit of excellence rather than personal gain.

• A workplace committed to supporting and enhancing public safety and government agencies.

• An effort to balance autonomy with guidance.

• Opportunities for professional development from day one, including access to services like Udemy.