CEM

Full-Time Customer Experience Manager

We are looking for a skilled Customer Experience Manager to project-manage the initial implementation and drive ongoing engagement on a weekly basis.  The KloudLift customer experience is a critical part of our company and it is our Customer Experience Team’s job to ensure that we balance agility with quality, make our customers successful, and create memorable experiences.

As the Customer Experience Manager, you will help define our strategy and standards for customer support, operationalize them, and ensure customers’ feedback is consistently driving product and service decisions internally. To be successful in this role you need to be an effective team/culture builder, strategic planner, and day-to-day operational manager. The ideal candidate can balance being a strategic planner and having the passion and sense of urgency to delight customers daily.

As an Account Executive, you will:

• Develop strong client relationships and gain a deep understanding of the client’s business & needs
• Manage a world-class team: recruit, train and develop a team who are customer-obsessed, effective, and passionate about serving clients
• Collaborate with Product, Operations and Management to create, maintain, and execute a strategic roadmap for the Customer Experience
• Maintain the standards and key metrics so the Customer Experience team understands what success looks like; provide support and timely feedback to the Customer Experience team through ticket audit and CSAT review to continually hit and improve on those metrics
• Define and drive growth plans for the support team; coach and support the team to develop their customer service skills and think in a customer-centric manner
• Answer tickets periodically and act as an agent to cover for your team’s OOO and/or when experiencing an unexpected influx in ticket volume
• Act as the escalation point and decision maker for complaints and ambiguous tickets

For this role, we’re looking for:

• Genuine care about customers’ experiences; numerous examples of times specific actions have improved customer experiences
• 2+ years of experience managing and scaling a customer support/service team in a caring and thoughtful way; numerous examples of ways you have created an effective, customer-focused team
• Extraordinary written and verbal communication skills – the ability to craft concise and compelling messaging to customers and internal stakeholder
• Extensive experience implementing and utilizing a ticketing system
• Strong analytical skills and a data driven approach to problem solving
• Positive and optimistic personality – you help others see the positive in situations
• 2+ years of experience in customer support/service, preferably SaaS
• A Bachelor’s degree from a four-year university or higher
• Start-up experience a plus

It’s no secret that COVID-19 has severely impacted small businesses, globally. In fact, it has been estimated that over 10 million businesses are at risk of disruption in the United States alone. Meanwhile, companies with a strong digital footprint are flourishing throughout North America. Our mission is to even the odds for survival by educating, empowering, and expanding small businesses.

We EDUCATE small businesses to harness the power of DIGITAL including but not limited to: social media, website, digital marketing, and scalable digital back office solutions. We EMPOWER owners with low-cost enterprise-grade technology to manage their prospects, customers, sales, product orders, service bookings, operations, suppliers, and even their employees. We EXPAND their operations by sharing our team’s years of combined experience in management consulting, technology, and business development. We believe the key to surviving the pandemic is a speedy reinvention of legacy small business models leveraging digital tools and processes used by the world’s most successful enterprises.

It is our goal to help companies clone their legacy business using digital platforms in as little as three (3) business days. To accomplish this ambitious goal, we are looking for a skilled Customer Experience Manager to join our team.