[Hiring] Customer Experience Manager @ScalableOS

Role Description

As Customer Experience (CX) Manager, you will be responsible for managing a portfolio of the company customer relationships to provide guidance on best practices and use of the company platform. Additionally, you will gather intelligence which can be used to enhance customer experience as it relates to the delivery of the technological services.

• Manage and facilitate recurring customer QBR meetings to discuss service enhancements and/or existing service challenges.
• Manage periodic check-ins via Salesforce email campaigns.
• Document VoC challenges, market trends/concerns, and other feedback in internal company systems.
• Manage a portfolio of customers, meeting with them regularly.
• Ensure that all services consistently meet customer expectations.
• Identify customer needs to recommend and upsell company services.
• Document and track customer information (i.e. Salesforce, NPS, CSAT, and customer profitability).
• Provide continuous customer education: understanding the business, growth, and health.
• Exhibit thorough understanding of the company platform, products, service delivery model, partnerships, and related services.
• Function as customer and company advocate to resolve issues related to billing, support, portal, etc.
• Document opportunities arising from operational challenges that customers face.
• Provide training to customers in the use of the company customers portal.
• Must have availability to work outside of scheduled hours, should the need arise.
• Work with the team to coordinate and prepare for customer events.
• Promote the company brand via various channels (e.g., social media).
• Attend new business pitches when appropriate.

Qualifications

• 5+ years of relative CXM experience required (Advanced technology concepts & financial services experience a plus).
• Hands-on technical experience required.
• Positive attitude, team player.
• Organized, analytical, and thorough is a must.
• Proficient in Salesforce and Connectwise/ServiceNow, helpful.
• Strong ability to assess and prioritize work in a fast-paced environment.
• Required to function at a high level under pressure with short deadlines.
• Proven success managing, selling, and developing customer accounts within the financial services and/or technology fields.
• Friendly disposition with high emotional intelligence essential for enduring connections with both new and current customers.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Self-motivated, very detail-oriented, and organized.
• Comprehensive understanding of customer/technologies.
• Understanding of cyber security concepts (e.g., phishing tests, penetration testing, vulnerability scanning, SIEM, email security, endpoint protection, MDM, etc.).
• Some technical knowledge in the following areas is preferred: Understanding public vs hybrid infrastructure models (i.e., Azure/AWS/Private), Active Directory, Dual Factor Authentication technologies, Microsoft Exchange & MS Office 365 suite, Microsoft MDM/MAM, SSO, Email spam filtering, Networking/WiFi, Cybersecurity, AI.

Requirements

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule (EST).