Customer Experience Manager
$60,000–$68,000 year
HybridSomerville, Massachusetts, United States
Job Summary
Deliver positive customer experiences and drive retention by providing frontline L1 support via CRM, email, and phone to resolve global customer issues. Assist customers in maximizing product value through onboarding, configuration, and training while collaborating with cross-functional teams to identify needs and communicate concerns. Work with the sales team to coordinate expansion opportunities and partnerships, and contribute to optimizing customer success processes and systems. Track satisfaction metrics and advocate for customers in product planning. Available for some evening or weekend coverage.
Required Qualifications
- Bachelor's degree in a relevant field (Business, Computer Engineering, Customer Experience Management)
- 1+ years of experience in a customer support or customer-facing role
- Strong communication and interpersonal skills
- Strong problem-solving and critical thinking skills
- A desire to learn new skills and take on challenges
- Available for some evening / weekend coverage
- Ability to build and maintain relationships with customers
- Ability to work effectively with cross-functional teams
- Customer-centric focus – willing to go the extra mile to help our customers
- Experience with customer feedback or survey tools (GetFeedback)
- Experience with customer relationship management (CRM) software (Salesforce)
- Some understanding of the Agile Software Development Lifecycle
Desired Qualifications
- Preferred technical knowledge of api, elasticsearch, python, etc.
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