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Customer Experience Manager-West

3 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 32

Description

  • Advocate for client needs and ensure their priorities are being met.
  • Participate in pre-implementation activities to build relationships and domain expertise early in the deployment process.
  • Perform post-implementation work 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 become a trusted advisor on product usage.
  • Keep 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 influence the product roadmap.
  • Distribute and follow up on client surveys and own client NPS outcomes.
  • Help innovate and test new processes that improve efficiency and customer satisfaction.

Requirements

  • Must reside in California.
  • Must be authorized to work for any employer in the country where the role is hired; sponsorship is not available.
  • 5-10 years of experience in account management, customer success, consulting, project management, and/or related client-facing work.
  • Four-year university or college degree preferred.
  • Proven experience participating in a complex project from start to finish.
  • Strong problem-solving ability, either independently or by asking effective 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 manage multiple projects concurrently.
  • Ability to travel 50-80% and work directly from client sites.
  • Comfortable working remotely.
  • Willingness to work outside assigned projects and pitch in wherever needed.
  • Interest in working with public sector clients such as local, state, or federal law enforcement.
  • Experience giving and receiving feedback across levels of leadership and peers.
  • Ability to adapt to changing processes and needs while asking questions and creating dialogue.

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.
  • A workplace focused on excellence and public service impact.
  • Autonomy balanced with guidance.
  • Development opportunities from day one, including access to services like Udemy.

Interested in this position?

Apply directly on the company website

Apply Now

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