Roambee Corporation Full time
Customer Experience Manager (USA)
Santa Clara, United States Posted on 10 / 02 / 2022
getI18n(zr.cw.refertofrnd) getI18n('zr.careers.publicpage.meta.viewapplication') getI18n(data 0 .applynow)
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.
userData.full name userData.role.name , userData.profile.name getI18n(crm.sme.skill.list.head.experience)
getI18n('crm.auditlog.skillset') getI18n('crm.sme.skill.list.head.experience') getI18n('crm.sme.skill.list.head.last.used') getI18n('crm.
sme.system.skill') getI18n('crm.auditlog.skillset') getI18n('zr.skillset.proficiency') getI18n('crm.sme.skill.list.head.experience') getI18n('crm.
sme.skill.list.head.last.used') getI18n('zr.candidateportal.skillname.mandatory') getI18n('zr.candidateportal.skillname.unique') getI18n('zr.
cl.iam.error.morethanmaxlength',255) getSkillProficiencyFromLevel(skill.body.level,'i18n') getI18n('crm.contactus.option.
None') getI18n('crm.sme.skill.level.master') getI18n('crm.sme.skill.level.intermediate') getI18n('crm.sme.skill.level.beginner') if(skill.
body.exp,getI18n('crm.indeed.workexp.years',skill.body.exp),getI18n('-None-')) 1 getI18n('crm.year.lower') getI18n('crm.indeed.
workexp.years',exp) if(skill.body.lastUsed,skill.body.lastUsed,getI18n('-None-')) getI18n('crm.contactus.option.None') year getI18n('crm.sme.refine.suggested')
suggSkill
getI18n('zr.candidateportal.add.skills') getCombinedSkillNames(skills,30,is skill name double encode)
if(is skill name double encode,getTextContentFromHTML(unescape(skill.name)),skill.name)
getI18n('zr.skillset.proficiency') - getSkillProficiencyFromLevel(skill.level,'i18n')
getI18n('Experience in years') - skill.exp
getI18n('crm.sme.skill.list.head.last.used') - skill.lastUsed
initializeFilterSkillsLength() initializeFilterSkillsLength() increaseFilterSkillsLength()
- trimContent(skill.name,25) skill.name
- arithmetic(getFilterSkillsLength(skills),num tags,'-')
trimContent(currentJob.location,25) currentJob.location trimContent(currentJob.description,150) currentJob.description trimContent(location,25) location unescape(removeUnwantedCss(org info.
description)) org info.description
Customer Experience Manager Complaints Compliance
Key Responsibilities:Manage end-to-end process of handling customer complaints and ensuring timely resolutionDevelop and implement policies and procedures for complaint management and complianceAnalyze complaint data to identify trends, root causes, and areas for improvement in customer experienceRe...
Customer Experience Manager
The Customer Experience Manager (CEM) is responsible to “Wow the Customer”, front end operations, cash management, cleanliness, safety and driving sales. This means that you not only deliver in your role as the Customer Experience Manager, but you also model leadership behaviors and deliver as a man...
Senior Manager Customer Experience
Key Responsibilities:Establish the north star for the customer support teams and develop a unique team culture aligned with the company's overall cultureBe accountable for key agent service and satisfaction metricsProactively identify opportunities to drive team efficiency and guide the transition t...
Senior Product Manager - Customer Help Search Experiences
The Digital Delivery team works across core product, customer experience, and platform capability teams to create and deliver capabilities and experiences that serve our entire suite of products and digital help tools such as In-Product help, Out-of-Product help, contact support, and more!. Come joi...
Customer Experience Manager
A company is looking for a Customer Experience Manager responsible for driving customer satisfaction and retention. ...
Customer Experience Manager
In select stores that do not have a Framing Manager only, responsibilities also include: leading the delivery of high-quality custom framing solutions to our customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager. Deliver a customer ce...
Customer Quality Manager
You will be the key customer-facing point of contact with the customers' quality contacts as it relates to the ALAM product portfolio of commercialized materials. You will provide input and be responsible for implementing customer-specific requirements within the manufacturing and supply chain envir...
Principal Customer Experience Manager - Mid Market
Customer Experience and Service Strategy, and/or Product Management experience for service oriented offerings. Have a passion to seek a deep understanding of customer needs and turn that insight into a compelling vision and drivers to create solutions that solve important jobs for Mid Market custome...
Staff Customer Experience Manager - Mid Market
Customer Experience and Service Strategy, and/or Product Management experience for service oriented offerings. Have a passion to seek a deep understanding of customer needs and turn that insight into a compelling vision and drivers to create solutions that solve important jobs for Small and Mid-Mark...
Manager 2, Customer Experience
Drive and execute the vision for Customer Experience excellence that is aligned to our strategic customer segments’ expectations and goals, for seamless, transparent, and frictionless experiences that sustain customer and business growth. Customer and/or Product Management Experience, including lead...