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Customer Experience Manager-West

2 hours, 53 minutes 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 38

Description

  • Advocate for clients to ensure their needs are being met.
  • Participate in pre-implementation activities to build early relationships and domain expertise.
  • Perform post-implementation tasks on-site and virtually as part of the Customer Experience team.
  • Collaborate with Customer Support, Account Management, and Implementation teams to deliver a smooth client experience.
  • Learn and understand client workflows and become a trusted advisor on product use.
  • Maintain detailed records of client meetings, tasks, and deliverables.
  • Build relationships with power users and influencers at client sites.
  • Track user feedback and communicate product issues to help influence the product roadmap.
  • Distribute client surveys and own responsibility for client NPS scores.
  • Help innovate and test new processes to improve efficiency and customer satisfaction.

Requirements

  • 5-10 years of experience in account management, customer success, consulting, project management, and/or customer success roles.
  • A four-year university or college degree is preferred.
  • Proven experience participating in a complex project from start to finish.
  • Ability to problem solve independently and ask thoughtful questions when needed.
  • Outstanding written and oral communication skills for client-facing materials and conversations.
  • Strong attention to detail and the ability to document and track tasks.
  • Comfort working with cross-functional teams in a matrix organization.
  • Ability to multitask and manage multiple projects concurrently.
  • Willingness to travel up to 50-80% and work directly from client sites.
  • Comfort working remotely.
  • Interest in working with public sector clients, such as law enforcement, at the local, state, or federal level.
  • Experience giving and receiving feedback across all levels of leadership and peers.
  • Ability to adapt to changing processes and needs while asking questions and creating dialogue.
  • Must reside in California.
  • Must be authorized to work for any employer in the country where the role is hired; visa sponsorship is not available.

Benefits

  • Mentorship from experienced Customer Experience team members.
  • Collaboration with teams across Customer Support, Implementation, Product, Engineering, and Executive leadership.
  • 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 services like Udemy.
  • An environment that balances autonomy and guidance.

Interested in this position?

Apply directly on the company website

Apply Now

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