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Customer Experience Manager - East

1 week 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 31

Description

  • Advocate for clients to ensure their needs are met and their issues are addressed.
  • Participate in pre-implementation activities to build relationships and domain expertise early in the deployment process.
  • Perform post-implementation tasks on-site with clients as part of the Customer Experience team.
  • Collaborate with Customer Support, Account Management, and Implementation teams to ensure a smooth client experience.
  • Learn and understand clients’ current workflows and become a trusted advisor on product usage.
  • Keep detailed records of client meetings, tasks, and deliverables.
  • Build and maintain relationships with power users and influencers at client sites.
  • Track user feedback and client issues to inform product improvements and support issue resolution.
  • Distribute client surveys and own responsibility for client NPS scores.
  • Collaborate internally to solve complex problems, improve efficiency, and support a wide range of tasks in a fast-paced environment.

Requirements

  • 5-10 years of experience in account management, customer success, consulting, project management, or related client-facing roles.
  • Four-year university or college degree preferred.
  • Proven experience participating in a complex project from start to finish.
  • Strong problem-solving ability, independently and by asking thoughtful questions of teammates.
  • Outstanding written and oral communication skills, with the ability to tailor materials for external clients.
  • Strong attention to detail and ability to document and track tasks.
  • Comfort working in a cross-functional, matrixed organization.
  • Ability to multitask and work on multiple projects concurrently.
  • Ability to travel 50-80% and work directly from client sites.
  • Comfortable working remotely and serving public sector clients, including law enforcement at the local, state, or federal level.

Benefits

  • Mentorship from experienced Customer Experience team members.
  • Collaboration with Customer Support, Implementation, Product, Engineering, and Executive leadership teams.
  • Opportunity to build mission-critical software that supports first responders and public safety agencies.
  • A team culture that respects and embraces your ideas and expertise.
  • Development opportunities from day one, including access to Udemy.
  • Balance of autonomy and guidance in the role.
  • Work for a company committed to supporting and bettering public safety and government agencies.

Interested in this position?

Apply directly on the company website

Apply Now

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