Customer Experience (CX) Manager

SUMMARY

As Customer Experience (CX) Manager,you will be responsible for managing a portfolio of the company customerrelationships to provide guidance on best practices and use of the companyplatform.Additionally, you will gatherintelligence which can be used to enhance customer experience as it relates tothe delivery of the technological services.

JOB RESPONSIBILITIES

• Manage and facilitaterecurring customer QBR meetings to discuss service enhancements and/or existingservice challenges. OR manage periodic check in via Salesforce email campaigns.
  
• VoC - challenges andmarket trends/concerns and other feedback, accurate documentation in internal companysystems.
  
• Manage a portfolio ofcustomers, meeting with our customers regularly
  
• Ensure that allservices consistently meet customer expectations
  
• Identify customerneeds to recommend and upsell company services
  
• Documenting andtracking customer information (i.e. Salesforce, NPS, CSAT and customerprofitability)
  
• Continuous customereducation: understanding the business, the growth, the health
  
• Exhibit thoroughunderstanding of the company platform, products, service delivery model,partnerships and related services
  
• Function as customerand company advocate to resolve issues related to (billing, support, portal,etc.)
  
• Document opportunitieswhich may arise from operational challenges that customers face
  
• Provide training tocustomers in the use of the company customers portal
  
• Must have theavailability to work outside of your scheduled hours, should the need arise
  
• Work with the team tocoordinate and prepare for customer events
  
• Promote the company brandvia various channels i.e. social media etc.
  
• Attend new businesspitches when appropriate.
  

Role Overview

• The role focuses onmanaging a portfolio of the company customer relationships and acting as theprimary point of contact for service-related inquiries.
  
• Responsibilitiesinclude client communications, handling service questions, complaints, billinginquiries, and acting as a liaison between customers and the company internalteams.
  
• The role also involvesidentifying opportunities to upsell the company services and maintaining strongongoing customer relationships.
  
• Account Managers willsupport small financial services clients such as venture capital firms, hedgefunds, and private equity companies.
  
• Each Account Manageris expected to handle approximately 60–70 client accounts, out of a totalportfolio of around 300 clients.
  

QUALIFICATIONS

• 5+ years of relativeCXM experience required (Advanced technology concepts & financial servicesexperience a plus)
  
• Hands-on technicalexperience required
  
• Positive Attitude,team player
  
• Organized, analyticaland thorough is a must
  
• Proficient inSalesforce and Connectwise/ServiceNow, helpful.
  
• Strong ability toassess and prioritize work in a fast-paced environment.
  
• Required to functionat a high level under pressure with short deadlines.
  
• Proven successmanaging, selling and developing customer accounts within the financialservices and/or technology fields
  
• Friendly dispositionwith a high emotional intelligence is essential for enduring connections withboth new and current customers
  
• Excellentcommunication (oral and written), interpersonal, organizational, andpresentation skills.
  
• Candidate to workcross-functionally with internal company teams; including but not limitedcustomer service, business development, engineering, products and projectmanagement.
  
• Self-motivated, verydetail-oriented and organized.
  
• Comprehensiveunderstanding of customer/ technologies.
  
• Understanding of cybersecurity concepts (e.g. phishing tests, penetration testing, vulnerabilityscanning, SIEM, email security, endpoint Protection, MDM etc)
  
• Some technicalknowledge in the following areas is preferred:
  
• Understanding publicvs hybrid infrastructure models (i.e. Azure/AWS/Private)
  
• Active Directory
  
• Dual FactorAuthentication technologies
  
• Microsoft Exchange& MS Office 365 suite
  
• Microsoft MDM/MAM
  
• SSO
  
• Email spam filtering
  
• Networking/WiFi
  
• Cybersecurity
  
• AI
  
• Core success metricsinclude professionalism, customer service excellence, relationship management,resilience, and the ability to communicate effectively with demanding clients.
  
• Must-havequalifications discussed:
  
• Positive attitude andstrong customer-facing personality
  
• Strong organizationaland analytical skills
  

Preferredbackground:

• Candidates from ITservices companies or Managed Service Providers (MSPs) are highly preferred dueto faster ramp-up
  
• Candidates fromSaaS-only or purely financial backgrounds may face a steeper learning curve
  
• Technical exposure(preferred but not deeply required):
  
• General understandingof Wi-Fi, cybersecurity, public and hybrid cloud environments
  
• Familiarity withSalesforce and ServiceNow (or ConnectWise) is a strong plus for onboardingefficiency
  
• The role does notrequire deep engineering knowledge but does require comfort discussingtechnology concepts with clients
  

JOB REQUIREMENTS

• Should be willing toaccept a long-term work-from-home arrangement.
  
• Should be amenable toa permanent night shift schedule (EST).