Senior Client Experience Manager

Position : Senior Client Experience Manager

Pay Range : $100,000 - $125,000

Location : Remote

This is a remote position with the expectation of travel to client sites, attend industry events, or collaborate with the team as needed

Reports to : Head of Operations

Supervisory duties : Yes

Why we are hiring for this role :

The Senior Client Experience Manager is essential to Chexology’s Client Success team. In this pivotal role, you'll spearhead the establishment of a cohesive framework that encompasses client onboarding, product support, and feedback management, fostering a first-class journey for our customers.

Your core responsibility will be to deeply understand our clients' unique needs and preferences, enabling you to tailor our solutions accordingly.

You'll conduct comprehensive training sessions and develop standard operating procedures tailored to each client, ensuring their successful integration and utilization of our products.

Collaborating closely with the product, design, and operations teams, you'll create project plans for our largest clients to ensure seamless rollouts while identifying opportunities to drive new business growth.

This opportunity is perfect for you if you :

• Enjoy building strong relationships and guiding clients
• Are passionate about analyzing data and identifying trends to inform decision-making
• Take pride in creating personalized communication strategies

Responsibilities include, but are not limited to :

Implementation (50%)

• Lead a comprehensive overhaul of our client onboarding and implementation procedures to enhance the client journey from initial contact to successful product adoption
• Work with clients to scope out implementation requirements and objectives accordingly
• Define clear ownership for each stage of the implementation process and develop detailed project plans with timelines to ensure efficient and successful client rollouts
• Create standardized operating procedures (SOPs) for client implementations, including modular components that can be customized to meet specific client requirements
• Design and implement automation strategies for client communication during the implementation process to ensure consistent and timely updates
• Coordinate with the product, design, and operations teams to maximize product capabilities and user experience
• Proactively identify risks and issues that could impact implementation success and develop mitigation plans accordingly;

Escalate potential issues and advocate client needs

Provide mentorship and coaching to team members, fostering a culture of continuous learning and professional growth

Client Development (25%)

• Serve as a trusted advisor to our key clients, working collaboratively with them and our team to tackle complex challenges while also providing comprehensive education on our solutions and best practices
• Identify client stakeholders and key players to boost enthusiasm and develop champions
• Promote new features and drive revenue growth by demonstrating their functionality through live demos and providing thorough training sessions
• Work in collaboration with our sales teams to expand within specific client portfolios

Performance Tracking (25%)

• Establish key performance indicators (KPIs) to measure client satisfaction during and post-implementation
• Monitor and analyze usage to reduce churn and offer clients business insights
• Work with clients to generate case studies and utilize insights to improve our offerings

Experience :

• 4+ years of CXM (or relevant) experience in a SaaS organization
• Management experience overseeing a small team
• Track record of success in building strategic relationships
• Proactive communication skills that drive engagement
• Strong project management abilities
• Strong understanding of CRM software and customer engagement tools
• Ability to work well on a cross-functional team
• Self-learner, relentless determination, passion, and execution
• Transparency, low ego, and coachability

Research shows that while men apply to jobs if they meet 60% of the criteria, women and those in historically excluded groups tend to apply only if they check all the boxes.

So, if you think you have what it takes but don’t meet every point above, please still apply. We’d love to chat and see if you could be a great fit!

Want to know what it is like to work at Chexology?

Chexology is a global tech company headquartered in New York City. As seen on ABC’s Shark Tank, our patented software disrupts the hospitality industry by eliminating paper claim tickets (think coat check, luggage check, rentals, and valet services).

Our simple-to-use mobile app has tackled some colossal hospitality challenges for institutions like Nike, Hilton Hotels, Mercedes Benz, American Express, The US Open, and Delta Airlines.

We work closely with museums, concert venues, sports stadiums, and hotels, just to name a few.

Behind these unique hospitality tools lies a close-knit team of individuals from all walks of life. We value our supportive work environment, approachable leadership, and community of respectful colleagues.

Each day, we work together by sharing our passion, life experience, and creativity in building meaningful software that enriches people’s lives all over the world.

Chexology believes it's our responsibility to build a workforce reflective of our diverse society. We are committed to treating everyone equitably, acting with kindness, and leaving a positive impact on the world.

To uphold these values, we've established a Diversity & Inclusion Committee to foster an inclusive culture. This initiative will not only enable us to achieve more as a company but also enhance our relationships with customers.

Perks :

• The position is remote, with some travel responsibilities (for client visits, conferences, occasional company get-togethers, etc.).
• Medical, dental, and vision insurance with a $400 / month employer contribution
• 401k plan
• Holiday office closures
• Flexible PTO
• Company-supplied laptop

The Interview Process :

• Interview with Talent Lead
• Interview with the Hiring Team
• Final Interview with Founder & CEO
• Reference Check
• Offer

Equal Opportunity Employer

Chexology is committed to creating a diverse environment and is proud to be an equal-opportunity employer. No employee or applicant will face discrimination or harassment based on race, ethnicity, immigrant status, color, religion, age, gender, gender identity, marital domestic partner status, sexual orientation, disability status, or veteran status.

E04JI800fhh7406j9ql