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Customer Experience Manager - Illinois

2 weeks, 6 days ago
United States, Canada, United Kingdom
Full-time
Senior
Customer Success Manager
Customer and Technical Support
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 27

Description

  • Advocate for clients to ensure their needs are being met.
  • 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 each client’s workflows and product usage in depth.
  • Maintain detailed records of client meetings, tasks, and deliverables.
  • Build and nurture relationships with power users and influencers at client sites.
  • Track user feedback and communicate product issues to help influence the roadmap.
  • Distribute client surveys, ensure completion, and own responsibility for client NPS scores.
  • Help innovate and test new processes to improve efficiency and customer satisfaction.

Requirements

  • Must be authorized to work for any employer in the hiring country; visa sponsorship is not available.
  • Must reside in the Northeast.
  • 5-10 years of experience in account management, customer success, consulting, project management, and/or customer success.
  • 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, including the ability to translate internal jargon for external clients.
  • Detail-oriented with the ability to document and track tasks.
  • Comfort working with cross-functional teams in a matrix organization.
  • Ability to multitask and work on multiple projects concurrently.
  • Ability to travel 50-80% and work directly from client sites.
  • Willingness to operate outside assigned projects and pitch in wherever necessary.
  • Interest in working with public sector clients such as local, state, or federal law enforcement.
  • Comfortable working remotely.
  • Experience giving and receiving feedback across all levels of leadership and peers.
  • Adaptability as a change champion in shifting processes and needs.

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 supports first responders and public safety agencies.
  • A team culture that values your ideas and expertise.
  • Coworkers motivated by excellence and service rather than personal gain.
  • An environment focused on supporting public safety and government agencies.
  • A balance of autonomy and guidance.
  • Access to development opportunities from day one, including Udemy.

Interested in this position?

Apply directly on the company website

Apply Now

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