Customer Experience Manager - Remote

Overview

The Mark43 Customer Experience team is passionate about serving as the client’s voice and demonstrating the value of our product offerings. The main goals of the team are to foster product adoption and user satisfaction, assist with change management, capture and contextualize product feedback for our engineering and product teams, track issue resolution, explain new feature enhancements, drive renewals/expansions, and mitigate/prioritize any pain points before they become critical issues.

In Short

• Advocate for the client to ensure their needs are being met.
• Participate in pre-implementation activities to establish relationships and domain expertise early in the deployment process.
• Perform post-implementation tasks, on-site with clients.
• Collaborate with Customer Support, Account Management, and Implementation teams.
• Learn and understand client workflows.
• Keep records of client meetings, tasks, and deliverables.
• Nurture relationships with power-users and influencers within client sites.
• Track user feedback to influence the product roadmap.
• Ensure completion of client surveys and manage NPS score.
• Collaborate internally to solve complex problems.

Requirements

• 5-10 years of account management, customer success, consulting, or project management experience.
• Four-year university/college degree preferred.
• Experience participating in complex projects from start to finish.
• Outstanding written and oral communication skills.
• Detail oriented with the ability to document and track tasks.
• Excitement about working with cross-functional teams.
• Ability to multitask and work on multiple projects concurrently.
• Ability to travel up to 50-80% and work directly from client sites.
• Interest in working with public sector clients.
• Comfortable working remotely.

Benefits

• Mentorship from experienced Customer Experience team members.
• Collaboration with numerous teams.
• Building mission-critical software for first responders.
• A team that respects your ideas and expertise.
• Motivated coworkers pursuing excellence.
• A workplace dedicated to supporting public safety.
• Opportunities for development from day one.