Customer Experience Manager

Customer Experience Managers are primarily in a supporting role for our Customer Success and Account Managers. You will work closely with the clients and internal teams to build relationships with all relevant stakeholders as a trusted partner. You must have a strong understanding of our internal processes and priorities. You will be responsible for supporting the Customer Success and broader Customer Experience teams to ensure all documentation, change requests, renewals, amendments, and addendums are completed accurately and in a timely manner. Taking ownership and managing day-to-day operational items is paramount to this role.

To be successful in this role, you must be located in the United States.

Responsibilities

• Improve the overall customer experience, facilitate organic growth, provide guidance and updates to clients and internal teams.
• The day-to-day Operational and Functional aspects of our teams:
• Daily prioritization, execution, and collaboration with fellow team members in support of the company and customer deliverables:
• Assessing the requirements/needs from the customers.
• Prioritizing the requests based on urgency, segmentation, internal direction, and order received.
• Monitor client’s usage throughout their lifecycle to identify and prioritize at-risk accounts and ways to mitigate churn. Communicate findings to appropriate CSM and leadership.
• Ensure execution/completion of the work, including the Project Management and customer communication are completed accurately.
• Establishing an Operational Roadmap with each CSM for corresponding customers:
• Communications frequency, methods (i.e., Webinars, MBR’s, Ticket Reviews, Reporting, etc.), and required materials.
• 6 - 12 Month plan of known/planned activities, projects.
• i.e., Annual Upgrades, Migration plans as needed, EDI and Integration initiatives, renewals, upsells/cross-sells, reports, etc.
• Meeting or exceeding revenue targets in conjunction with the CSM teams via:
• Billable services.
• Change Requests.
• Expansions.
• Renewals.
• Cross-sells and upsells.
• Maintaining positive, referenceable relationships with our customers:
• Establishing and reinforcing Datex’s value to each customer.
• High client retention (churn reduction).
• Executing requests in a timely and accurate manner.
• Managing escalations and concerns accordingly

• Collaborate, develop, follow, and execute service processes, procedures, and standards:

• Includes completing required Datex system reporting and documentation.
• Generating SOWs, CRs, renewals, amendments, addendums, quotes, opportunities, work items, DocuSign’s, and other relevant documentation.
• Creating and maintaining monthly status updates.
• Coordinate official documentation creation and reviews with Datex’s legal and CSM teams.
• Submit billable effort to accounting and follow up accordingly.
• Maintain base understanding of our products, services, and solutions.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may

be amended at any time at the sole discretion of the Employer. Other duties or projects may be assigned in addition to

this general overview of the job.

Requirements

• 3+ years of experience in B2B Customer Success, Account Management, or another client-facing role.
• Previous SaaS experience.
• Strong Microsoft Office experience, including Outlook, Word, and Excel.
• Fundamental understanding of technology, including EDI, API, Hosting, Managed Services, and Consulting.
• Experience working with complex, multi-divisional, multi-geographical customers.
• Ability to create structure in ambiguous situations and design effective processes.
• Consistent performer who handles stressful situations and deadline pressures well.
• Ability to multitask and experience working with cross-functional teams (e.g. CSMs, Legal, Sales, Product, Marketing, Services) (Internally & Externally).
• Empathy with a knack for understanding what a customer really needs and why they need it.
• A logistics (specifically warehouse management) background would be a plus.
• Strong prioritization and time management skills.
• Basic Project Management, task assignment, and follow up abilities.
• Previous experience with Microsoft Dynamics CRM and DevOps would be beneficial.

• Ability to travel as required, likely less than 10%.

Benefits

• Medical, Vision, Dental and Life/Disability Insurance available
• Paid Time Off and Paid Holidays
• 401K
• Supportive leadership environment

Not only does Datex Inc. accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. Datex is proud to be an equal opportunity workplace!