Customer Experience Manager

Overview

The Customer Experience Manager leads the assigned customer service teams, which include Customer Service Representatives, Specialists, and Success Managers. This role involves recruitment, mentoring, and development of team members, fostering a supportive environment that encourages empowerment and professional growth. The manager is expected to carry out the duties of any team member as needed and ensure the team aligns with company objectives while managing conflicts effectively. They hold a pivotal role in elevating the customer service experience, building customer engagement, and driving organic revenue growth. This position may require cross-functional support within the Customer Experience team and is part of its leadership group.

Primary Responsibilities

• Mentor and develop team members through processes including annual reviews, performance improvement plans, and employee-focused metrics.
• Forge and strengthen relationships across the customer base as a senior leader to enhance partnerships and create advocates.
• Provide strategic leadership to build trust and credibility within the team.
• Initiate programs to promote team growth and boost engagement.
• Identify and pursue opportunities to stimulate customer growth and increase revenue conversion.
• Handle escalated customer inquiries through phone, cases, and email promptly and effectively.
• Manage the entire order lifecycle, ensuring precise order entry, timely updates on delivery, and invoice accuracy.
• Prepare and provide accurate pricing and availability quotes, including special pricing when needed.
• Resolve customer issues quickly, prioritizing escalated matters with urgency.
• Communicate customer insights, risks, executive summaries, and requests to internal cross-functional teams.
• Collaborate with other departments to address and resolve all customer concerns, real or perceived.
• Develop in-depth knowledge of product applications.
• Adapt to support both the Customer Experience Leadership and customer service teams as required.
• Ensure all Customer Experience team members receive cross-training on the client base.
• Participate in all assigned training programs.
• Attend on-site client meetings when necessary.
• Perform additional duties as assigned.

Qualifications and Skills

• At least 5 years managing or leading a customer-facing team of 5 or more individuals.
• Minimum 10 years of senior-level experience in customer service.
• Proficiency with SAP or similar ERP platforms.
• Experience using Salesforce or comparable CRM systems.
• Advanced skills with Microsoft Office suite including Outlook, Word, Excel, and PowerPoint.
• Strong verbal and written communication skills with the ability to present strategically to executive leaders.
• Bi-lingual skills preferred.
• Detail-oriented with the ability to deliver high-quality work under tight deadlines.
• Flexibility and openness to change.
• Strong customer-centric attitude, empathy, energy, and positive workplace demeanor.
• Excellent time management and multitasking capabilities in high-pressure situations.
• Highly developed interpersonal and communication skills suitable for peer collaboration.
• Emotional intelligence in workplace interactions.
• Commitment to the organization’s core values.

Education and Travel

• Bachelor’s degree in business or related field preferred.
• Occasional travel may be required.

Work Environment and Physical Requirements

This is an on-site role requiring usual office movements such as walking, sitting, manual handling of objects up to 15 pounds, and normal vision and hearing abilities. The work environment generally has minimal noise. Reasonable accommodations will be made for candidates with disabilities. The job includes exposure to typical weather as required for in-person client meetings.

Additional Information

The company is an equal opportunity employer, committed to diversity and inclusion regardless of legally protected characteristics. The job description outlines typical duties but is not exhaustive and may change based on organizational needs. Text messaging may be used for communications during the recruitment process, with messages being informational and confidential. Data rates may apply with opt-out options available.