Customer Experience Manager

Core Values: We are….Customer Obsessed, determined to have ultimate success, curious and innovative, taking extreme ownership, leading with integrity

Vision: We design, build & provide products & services that impact lives.

Job Summary

The Customer Experience Manager is in charge of leveraging best practices in design and user experience. Responsible for the strategy, gain organizational efficiencies, and project management. This position should organize and develop a way to measure how customers perceive the product and/or service BatchService provides. The Customer Experience Manager should also ensure the experience for both customers and employees is positive. The Customer Experience Officer is also responsible for the employee experience and how it directly impacts the end customer. When the entire company has adopted a culture of customer success, employees' work performance will improve and the level of satisfaction customers feel when interacting with our company will increase.

Supervisory Responsibility

• Manage the customer success teams, operations and resources to deliver ultimate customer experience
• Hire and develop customer success team
• Oversee the customer success team in daily operations

Duties and Responsibilities

• Building a sustainable culture of excellence throughout the customer success department
• Training and customer success team and onboarders in accordance with the customer journey
• Ensuring the Performance and quality improvement and service with the processes including but not limited to project management, support tickets, training, etc.
• Planning and Implementing short- and long-term initiatives to increase the customer retention and revenue expansion
• Define, develop and implement standards/procedures for ensuring optimal customer experience
• Stay current with trends in customer experience and identify new opportunities to grow.
• Developing and providing insights and reports including but not limited to CSAT, ART, NPS, etc.
• Partnering with Marketing to plan and develop customer loyalty programs
• Working with the customer success team to ensure the processes are up to date and everyone in the team is aware of the goals and expectations
• Oversee the hiring, orienting, and training of an organization’s customer experience team
• Conduct surveys to gather information on customer opinion of rendered services
• Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company
• Liaise with the production and creative departments to ensure delivery of high quality products and services
• Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service
• Conduct studies and research to discover new techniques necessary for improving customer experience
• Scheduling in-person and online meetings with customers
• Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills

Skills and Qualifications

• A motivation to learn and are a natural self-starter
• You enjoy building relationships and are detail oriented
• You take pride in your work and continuously strive for improvements and building your revenue operations skill set
• 3-5 years of experience in customer success
• Deep knowledge and experience managing CRM, support and chat management systems
• Strong work ethic and willingness to overcome obstacles
• Organized and results-oriented with excellent attention to detail on Objective and Key Results
• You are a Learner - you enjoy learning new things and apply your knowledge to your day to day where applicable
• Effective communicator, both written and verbal
• Ability to manage competing priorities with deadlines

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Phoenix, AZ 85008: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

Work Location: One location