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Customer Experience Manager - East

2 months, 2 weeks ago
United States, Canada, United Kingdom
Full-time
Senior
Customer Success Manager
Project and Program Management
Apply Now
Mark43

Mark43

Mark43 redefines public safety software with an integrated Records Management System and a cloud-based Computer Aided Dispatch System, empowering first responders with reliable information and setting industry standards for customer support.

Professional Services
251-1K
Founded 2012
$179M raised
View All Jobs 16

Description

  • Advocate for client needs and serve as the trusted advisor for assigned customers.
  • Participate in pre-implementation activities to build relationships and domain expertise early in the deployment process.
  • Perform post-implementation client care and on-site support for a dynamic Customer Experience team.
  • Collaborate with Customer Support, Account Management, and Implementation teams to ensure a smooth client experience.
  • Learn and understand client workflows and demonstrate mastery of customer needs and Mark43 product offerings.
  • Maintain detailed records of client meetings, tasks, and deliverables.
  • Build and nurture relationships with power users and influencers at client sites.
  • Track user feedback, communicate product issues, and help influence the product roadmap.
  • Distribute client surveys and own responsibility for client NPS outcomes.
  • Help improve internal processes, efficiency, and customer satisfaction through testing and innovation.

Requirements

  • Must reside in Pennsylvania.
  • 5-10 years of experience in account management, customer success, consulting, project management, and/or related customer-facing roles.
  • Previous law enforcement experience is preferred.
  • Experience participating in a complex project from start to finish.
  • Outstanding written and verbal communication skills, including the ability to adjust internal jargon for external client materials.
  • Strong attention to detail and the ability to document and track tasks.
  • Experience working with cross-functional teams in a matrix organization.
  • Ability to multitask and manage multiple projects concurrently.
  • Ability to travel up to 50-80% and work directly from client sites.
  • Self-motivated, comfortable working remotely, and willing to step outside assigned projects when needed.

Benefits

  • Mentorship from experienced Customer Experience team members.
  • Collaboration with teams across Customer Support, Implementation, Product, Engineering, and Executive leadership.
  • The opportunity to build mission-critical software that helps first responders serve their communities.
  • A team culture that respects and embraces employee ideas and expertise.
  • A workplace focused on supporting public safety and government agencies.
  • Balance between autonomy and guidance.
  • Access to development opportunities, including Udemy, from day one.

Interested in this position?

Apply directly on the company website

Apply Now

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