Customer Experience Manager

Job Description

Job Description

Description : REPORTS TO : CXO

Based in Atlanta, GA, EyeQ Monitoring provides industry-leading security and business intelligence solutions to a variety of business sectors throughout the US.

The Customer Experience Manager is responsible for all aspects of engaging with and supporting EyeQ’s customers with a goal to optimize customer retention. This role will have direct responsibility for evaluating internal processes and procedures and recommending process improvements based on customer feedback. The CEX Manager will be required to be a knowledge center for Remote Video Monitoring technology, internal processes for problem analysis and diagnosis and customer engagement skills that drive problem de-escalation and resolution.

Here at EyeQ, people matter. Any new team members we bring on have to live and breathe our core values, just like we do.

We value trusted partnerships.

We believe in the value of transparent, reliable and growing relationships with our team and customers and turn away people and businesses that don’t fit.

We build to last.

We focus on long-term solutions and spend requisite time to ensure our solutions will work the first time.

We take the hill.

We are excited to take on challenging work, find new solutions and technology frontiers, and attack problems others are scared of; as such, we celebrate failing fast, being transparent, and working with people who we trust to run up those hills with us.

We enjoy the journey.

We take our customer needs but not ourselves seriously; Our work is a part of our life we want to enjoy unapologetically; We are proud of the mission we are entrusted with and the team we get to serve with every day.

Responsibilities

• Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels
• Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey
• Collaborating with cross-functional teams, such as Security Operations, Installation and Service, Marketing, Sales, Product management, and the Customer Service team, to align customer experience efforts with business goals and objectives
• Training and educating other departments on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
• Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
• Proactive communication with all assigned customers quarterly (or semi-annually), to strengthen and expand relationships
• Create and maintain customer relationships by listening and understanding the customers’ needs and providing resolutions through first call resolution, troubleshooting, or escalating customer issues
• Monitoring trouble ticket trends for assigned customers and try to resolve issues to identify clients with problems before they escalate and try and address
• Coordinating key company personnel, including support, monitoring, operations and management in order to meet service objectives and customer’s expectations on escalated issues.
• Maintains industry and product knowledge and informs the company of changing market conditions and competitive issues based on customer feedback
• Update and renew customer service agreements when applicable
• Perform reporting function on an ongoing and timely basis as requested
• Review / own resolution of process breakdown identified for an enterprise or known group account
• Review automated report of chronic offline issue and determine if proactive outreach to customers is required
• Own inbound report of “significant” customer issues from all departments based on Customer Experience escalation protocols
• Coordinate with other executives and the Sales team for customer engagement as required
• Development and implementation of a framework for defining departmental handoff of customers into the Customer Experience group when necessary
• Development of customer Surveys and review of automated customer sat feedback through mobile app and other customer interactions throughout the company
• Develop a framework for recurring operational reports to enterprise and select customer vertical’s
• Lead annual security posture meetings for designated EyeQ Enterprise accounts

Requirements :