Customer Experience Manager

Client Services | Incubation

Location: New York

The Incubation Centre at IPONWEB is responsible for developing innovative new products and growth initiatives for the company and then scaling these into commercially viable new businesses. Currently it is looking for a Customer Experience Manager to help define, plan and implement new customer onboarding & management programs for each product area that ensure successful customer engagements and experiences.

Role Description:

As the Customer Experience Manager, you will work closely with Product, Marketing and Client Services teams to identify and map the desired customer engagement lifecycles, requirements and support experience for each new product area. This includes taking a holistic approach to understanding key client communication, engagement & enquiry channels to identify the desired response times, service level and customer expectations. You will then be tasked with establishing key processes, documentation, internal training and best practices for scaling & implementing these customer interactions and service levels, together with the client services team, as well as monitoring these programs to ensure optimized interactions between the company and our clients.

With expected outputs, ranging from the development of new client onboarding, orientation and training programs to the establishment of key client response metrics and quarterly business reviews, the role is also expected to be relatively hands-on and practical with customer management, in order to clearly understand customer needs and requirements.

Primary Responsibilities:

●        Take a hands-on role with managing customers & identifying future client support requirements.

●        Map & identify the desired customer lifecycle and experience for new product areas.

●        Define and implement best practices, processes & procedures for implementation of client management programs that will scale with the business and operate within budget constraints.

●        Develop customer training & onboarding programs, with associated documentation / materials.

●        Identify & establish key metrics for ongoing monitoring and evaluation of customer service levels and optimal customer experience.

●        Work closely with Tech Support & other departments to align process and feedback as needed.

●        Lead training of internal teams across sales, client services and other departments on appropriate best practices and standardized approaches.

●        Conduct research to identify new techniques & processes for customer experience improvement

●        Utilize appropriate CRM & Call centre tools to capture and monitor customer interactions.

●        Conduct surveys to gather information and customer feedback on service levels.

Required Skills & Experience:

●        7+ years of client-facing experience, preferably in the ad technology space

●        3+ years’ experience in the field of customer service or marketing

●        Experience working in an international company and across multiple time zones

●        Excellent communication skills both written and verbal

●        Excellent interpersonal skills

●        Highly organized and data-driven.

●        Experience with various CRM / call centre or customer-oriented SaaS platforms such as Salesforce, Zendesk, and JIRA.

●        Knowledge of customer service practices.

●        Technical aptitude and ability to learn software programs

●        Bachelor’s degree in computer science, business administration or a related field preferred.