Customer Experience Manager - Massachusetts at Mark43

Mark43

Remote·3h ago

ManagerFull-timeRustGo

Salary Range

$81,600 - $110,400 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Customer Experience Manager to join our growing team at Mark43. This role focuses on serving as the client’s voice and demonstrating the value of our product offerings. The main goals are to foster product adoption and user satisfaction, assist with change management, and track issue resolution.

Key Responsibilities

→Advocate for the client to ensure their needs are being met
→Participate in pre-implementation activities to establish relationships and domain expertise
→Perform post-implementation tasks, on-site with our clients
→Collaborate with Customer Support, Account Management, and Implementation teams
→Work with clients to learn and understand their current workflows
→Keep diligent records of all client meetings, tasks, and deliverables
→Seek out and nurture relationships with power-users and influencers within client sites
→Track user feedback to help influence the product roadmap
→Distribute and ensure completion of client surveys
→Collaborate internally to solve complex problems
→Help innovate and test new processes to improve efficiency

Requirements

✓5-10 years of account management, customer success, consulting, project management, or customer success experience
✓Four-year university/college degree preferred
✓Proven experience participating in a complex project from start to finish
✓Outstanding written and oral communication skills
✓Detail oriented with the ability to document and track tasks
✓Ability to travel up to 50-80% and work directly from client sites
✓Interest in working with public sector clients, such as law enforcement
✓Comfortable working remotely
✓Experience providing and receiving feedback across levels of leadership
✓A change champion able to adapt to changing processes and needs