Customer Experience (CX) Manager

SUMMARY

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

JOB RESPONSIBILITIES

• Manage and facilitate recurring customer QBR meetings to discuss service enhancements and/or existing service challenges. OR manage periodic check in via Salesforce email campaigns.
  
• VoC - challenges and market trends/concerns and other feedback, accurate documentation in internal company systems.
  
• Manage a portfolio of customers, meeting with our customers regularly
  
• Ensure that all services consistently meet customer expectations
  
• Identify customer needs to recommend and upsell company services
  
• Documenting and tracking customer information (i.e. Salesforce, NPS, CSAT and customer profitability)
  
• Continuous customer education: understanding the business, the growth, the health
  
• Exhibit thorough understanding of the company platform, products, service delivery model, partnerships and related services
  
• Function as customer and company advocate to resolve issues related to (billing, support, portal, etc.)
  
• Document opportunities which may arise from operational challenges that customers face
  
• Provide training to customers in the use of the company customers portal
  
• Must have the availability to work outside of your scheduled hours, should the need arise
  
• Work with the team to coordinate and prepare for customer events
  
• Promote the company brand via various channels i.e. social media etc.
  
• Attend new business pitches when appropriate.
  

Role Overview

• The role focuses on managing a portfolio of the company customer relationships and acting as the primary point of contact for service-related inquiries.
  
• Responsibilities include client communications, handling service questions, complaints, billing inquiries, and acting as a liaison between customers and the company internal teams.
  
• The role also involves identifying opportunities to upsell the company services and maintaining strong ongoing customer relationships.
  
• Account Managers will support small financial services clients such as venture capital firms, hedge funds, and private equity companies.
  
• Each Account Manager is expected to handle approximately 60–70 client accounts, out of a total portfolio of around 300 clients.
  

QUALIFICATIONS

• 5+ years of relative CXM experience required (Advanced technology concepts & financial services experience a plus)
  
• Hands-on technical experience required
  
• Positive Attitude, team player
  
• Organized, analytical and thorough is a must
  
• Proficient in Salesforce and Connectwise/ServiceNow, helpful.
  
• Strong ability to assess and prioritize work in a fast-paced environment.
  
• Required to function at a high level under pressure with short deadlines.
  
• Proven success managing, selling and developing customer accounts within the financial services and/or technology fields
  
• Friendly disposition with a high emotional intelligence is essential for enduring connections with both new and current customers
  
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
  
• Candidate to work cross-functionally with internal company teams; including but not limited customer service, business development, engineering, products and project management.
  
• Self-motivated, very detail-oriented and organized.
  
• Comprehensive understanding of customer/ technologies.
  
• Understanding of cyber security concepts (e.g. phishing tests, penetration testing, vulnerability scanning, SIEM, email security, endpoint Protection, MDM etc)
  
• Some technical knowledge in the following areas is preferred:
  
• Understanding public vs hybrid infrastructure models (i.e. Azure/AWS/Private)
  
• Active Directory
  
• Dual Factor Authentication technologies
  
• Microsoft Exchange & MS Office 365 suite
  
• Microsoft MDM/MAM
  
• SSO
  
• Email spam filtering
  
• Networking/WiFi
  
• Cybersecurity
  
• AI
  
• Core success metrics include professionalism, customer service excellence, relationship management, resilience, and the ability to communicate effectively with demanding clients.
  
• Must-have qualifications discussed:
  
• Positive attitude and strong customer-facing personality
  
• Strong organizational and analytical skills
  

Preferred background:

• Candidates from IT services companies or Managed Service Providers (MSPs) are highly preferred due to faster ramp-up
  
• Candidates from SaaS-only or purely financial backgrounds may face a steeper learning curve
  
• Technical exposure (preferred but not deeply required):
  
• General understanding of Wi-Fi, cybersecurity, public and hybrid cloud environments
  
• Familiarity with Salesforce and ServiceNow (or ConnectWise) is a strong plus for onboarding efficiency
  
• The role does not require deep engineering knowledge but does require comfort discussing technology concepts with clients
  

JOB REQUIREMENTS

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