Customer Experience Manager - IT

Job Responsibilities: Customer Experience Manager

Location: Position is an in office 5 days per week.

Tasking: This position is the face of our company to the customer, responsible for new customer onboarding, coaching and support of existing customers and engagement for renewals and enhancements.

Each CEM is responsible for Customer Coaching and Support, New Client Outreach and Implementation and Engagement.

1. Customer Coaching and Support

a. CEM will be assigned a fixed minimum time during each workday to be dedicated to Customer Coaching and Support. During the assigned time CEM is to be available to take primary responsibility for all incoming Support Calls, Live Chats and Tickets. All incoming messages are to be responded to.

b. At the conclusion of the CEM scheduled support time, they are to coordinate and pass off any remaining open support matters to the CEM relieving them. At no time should an open support matter be left unattended.

2. New Client Outreach

a. CEM will receive new clients to onboard/implement from the Director of Finance.

i. All new clients assigned to CEM by the Director of Finance are to receive their welcome packet and an outreach call within 24 hours of assignment. See Attached SLA for Implementation.

ii. New clients remain in new client status until the first training session is performed. During this time, new clients will receive a minimum of one call and one email per day unless otherwise approved by the Director of Finance.

b. Customers are to remain in the new client stage for no more than 10 business days.

3. Implementation and Engagement

a. CEM is responsible for implementation and engagement of their assigned customers.

i. New Customer Engagement: New customers, once they complete their first training session will exit new customer stage and enter the implementation and engagement stage. From this transition date, customers are to complete all training within 15 business days unless otherwise approved by the Director of Finance.

ii. Current Customer Outreach: Each CEM will be assigned a group of clients to monitor. Each quarter, the CEM will make at least one email and one phone call. Larger clients will be contacted monthly. During check in, CEM is to at a minimum confirm customer information and appropriately update Customer profile in Hubspot.

iii. Renewals: CEM will follow up on automatic renewal notices for assigned customers on schedule and is responsible for securing renewals of said customers.

iv. Cancellations: CEM will triage any incoming Cancellation requests. If unable to be handled on initial outreach by customer, CEM (if their assigned customer otherwise transfers to assigned CEM) will either continue to handle unless escalation needed to Director of Finance.

Collections: CEM will be responsible for the initial outreach call following a failed or missed payment by a customer in accordance with the Collections SLA.

Job Type: Full-time

Pay: $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

People with a criminal record are encouraged to apply

Ability to Commute:

• Buffalo, NY 14226 (Required)

Ability to Relocate:

• Buffalo, NY 14226: Relocate before starting work (Required)

Work Location: In person