Customer Experience Manager

Summary

Join Mark43's growing team as a Customer Experience Manager! This client-facing role involves managing post-implementation processes, fostering client relationships, and advocating for their needs. You will develop strategic account plans, track KPIs, collaborate with internal teams, and contribute to product improvement. The ideal candidate possesses 5-10 years of relevant experience, strong communication skills, and the ability to travel. Mark43 offers a supportive work environment, mentorship, collaboration opportunities, and professional development.

Requirements

• 5-10 years of account management, customer success, consulting, project management, and/or customer success experience
• Proven experience participating in a complex project from start to finish
• Knowing when to problem solve, either independently or by asking smart questions of your teammates
• Outstanding written and oral communication skills - you’ll often be writing materials that will go directly to our clients and will need to adjust internal jargon for external
• Detail oriented and the ability to document and track tasks
• Excitement about working with cross-functional teams in a matrix organization
• Ability to multitask and work on multiple projects concurrently
• Ability to travel up to 50-80% and comfort working directly from client sites
• Willingness to operate outside of assigned projects and pitch in wherever necessary
• Interest in working with a public sector client, such as law enforcement (LE), at the local, state, or federal level
• Comfortable working remotely
• Experience providing (while comfortable also receiving) feedback across levels of leadership and peers
• A change champion able to adapt to changing processes and needs while comfortable asking questions and creating dialog

Responsibilities

• Develop and execute strategic account plans for all of your clients focusing on adoption, expansion, upsell and maniacally track and drive KPIs
• Advocate for the client to ensure their needs are being met
• Participating in pre-implementation activities to establish relationships and domain expertise early in the deployment process
• Performing post-implementation tasks, on-site with our clients, while working on a dynamic Customer Success team
• Collaborating with the Customer Support and Implementation teams to ensure a smooth post-implementation experience for our clients
• Working with our clients to learn and understand their current workflows
• Keep diligent records of all client meetings, tasks, and deliverables
• Seeking out and nurturing relationships with power-users and influencers within client sites
• Tracking user feedback to help influence the product roadmap and maintain communication with clients to resolve product issues
• Distributing and ensuring completion of client surveys and ultimately responsible for your clients NPS score
• Collaborate internally to solve complex problems and work on a diversity of tasks in a fast-paced environment
• Collaborating with first responders, which is a uniquely satisfying experience
• Helping to innovate and test new processes to improve efficiency as well as internal and external customer satisfaction

Preferred Qualifications

Four-year university/college degree

Benefits

• Mentorship from experienced Customer Experience team members
• Constant collaboration with numerous Mark43 teams, including Customer Support, Implementation, Product, Engineering, and Executive leadership
• Building mission critical and socially responsible software to enable first responders to better serve their communities
• A team that respects and embraces your ideas and expertise
• Coworkers that are motivated by pursuing excellence, rather than the prospect of personal gain
• A workplace dedicated to supporting and bettering public safety and government agencies
• An effort to balance autonomy and guidance
• The chance to participate in development opportunities, including through services like Udemy, from day one