Roambee Corporation Full time
Customer Experience Manager (USA)
Santa Clara, United States Posted on 10 / 02 / 2022
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Department Name Customer Experience Work Experience 6 - 8 years Qualifications Any Graduate The Customer Experience Manager (Enterprise Accounts) US will be responsible for the post sales relationship of Roambees top Accounts and strategic logos.
Your goal will be to maintain and grow those accounts through Roambees customer-centric vision, meeting business goals throughout their journey, delivering exceptional customer service, identifying their solution requirements, and aligning resources to execute them.
You can be based in any city of the US, and you will report to our Director of Customer Experience.
Your area of responsibility would be :
- Drive Top Account retention, reduce churn and improve customer satisfaction by being a knowledgeable advisor to the customer
- Continually review and evolve the account, making sure the customer understands and uses the solution to derive value
- Work alongside sales on upsells, cross sell and renewals
- Work alongside internal stakeholders mainly product, operations, quality, analytics and finance to manage the account in a successful way
- Work independently on the technical and operational implementation of Roambees solution with new accounts and proofs of value
- Support with demos, onboardings, trainings and regular check-ins during the entire customer journey
- Be a pro-active member of the CX team. Bring your own ideas into Roambees customer-centric strategy and evaluate their efficiency and success
- Drive recurring top account meetings and reviews, including QBRs
- Identify top account needs and take proactive steps to maintain positive experiences
- Respond to customer queries in a timely and effective manner
- Document processes and log technical issues, as well as customer compliments and complaints
- Drive customer engagement initiatives to improve and enhance their perceptions and experience
- Contribute to the planning process, helping to shape the strategies and tactics within the team
- Establish and report KPIs and performance metrics for your function
- Develop strong relationships with business executives and engineering team to create successful engagements which grow Roambees revenue
- Work with our partners on sales and business development initiatives
What were looking for :
7+ years of experience in :
o Pharmaceutical and Life Sciences (must have)
o Customer Success
o Business Consultant, Business Reviews or other customer facing work
o Pre-sales, conducting solution demos
o Writing and implementing SoWs (Statements of work)
o Project management
o Translating the customer requirements to the internal engineering and data teams
- Interest in supply chain management or transportation and logistics industry experience is a big plus!
- Fluent spoken and written English is mandatory; Spanish would be a plus
- Highly organized, with an ability to prioritize time-sensitive assignments
- A leader and proactive Can Do person that is persuasive and has a proven track record driving successful projects
- Energetic, self-motivated, with a strong propensity to succeed.
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