Customer Experience Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Serve as an advocate for clients, ensuring their needs are effectively addressed.

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

• Conduct post-implementation tasks on-site with clients while contributing to a dynamic Customer Experience team.

• Collaborate with Customer Support, Account Management, and Implementation teams to facilitate a seamless post-implementation experience for clients.

• Work closely with clients to understand and learn about their existing workflows.

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

• Identify and cultivate relationships with power users and influencers at client sites.

• Monitor user feedback to help shape the product roadmap and maintain communication with clients to address product issues.

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

• Collaborate internally to resolve complex problems and engage in a variety of tasks in a fast-paced environment.

• Work alongside first responders, which is a uniquely rewarding experience.

• Assist in innovating and testing new processes to enhance efficiency as well as customer satisfaction, both internally and externally.

⛳️ Requirements

• 5-10 years of experience in account management, customer success, consulting, project management, or related fields.

• A four-year university/college degree is preferred.

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

• Ability to determine when to address problems independently or by asking insightful questions from teammates.

• Exceptional written and verbal communication skills, as materials prepared will often be directed to clients and will require adjusting internal jargon for external audiences.

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

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

• Capability to multitask and handle multiple projects simultaneously.

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

• Openness to operate beyond assigned projects and contribute 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 shifting 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 better serve their communities.

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

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

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

• An emphasis on balancing autonomy with guidance.

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