Customer Experience Manager

US-OH-Mayfield Heights
Job ID
2017-3480
# Positions
1
Category
Customer Service/Support

Overview

Responsible for overseeing all aspects of the Customer Experience.  This person will lead the customer experience team and the telesales teams to generate customer insights and provide actionable recommendations for our customers.  This position will provide strategic leadership to enhance the development of customer experiences. Reports to the CFO.

Responsibilities

• Direct and manage the activities of the customer service team to ensure unsurpassed customer satisfaction.
• Recommend and formulate policies and guidelines to assure the most productive operation of customer service, direct field sales, and telesales activities. Assures that approved policies and objectives are fully understood and enacted by the sales management team.
• Manage Key Account Pricing, RFP/RFQ requests, and customer contracts.
• Continuously drive improvements in process and practices to improve overall customer experience.
• Oversee, monitor, maintain, and administer the Protected Sales Territory program in the U.S., Canada, and Puerto Rico through proper territory definitions, account assignments, referral programs, PST transfers, and other related policies and procedures of the sales organization.
• Monitor field-reporting systems and work with Manager of e-Commerce to implement necessary changes with on-line reporting and ordering systems that provides field management with accurate management indicators and service.
• Establish customer experience benchmarks across key areas of customer interaction, implement any additional metrics necessary to understand performance and provide ongoing reporting.
• Lead and develop the Customer Experience team with a focus on evolving market-leading customer service.
• Ensure continued enablement of Customer experience throughout the company by promoting awareness, education, incentives and initiatives.
• Perform other related duties as assigned by management.

Qualifications

• 5-7 years in a large, complex customer service environment
• Familiarity with field sales processes
• Bachelor’s degree in BA, Marketing, or equivalent
• Extensive experience in customer advocacy
• Excellent verbal, written and visual communication skills
• Effective communication at all levels of the organization.
• Computer proficiency
• Organizational and analytical
• Proven decision-making and problem-solving

 

Equal Opportunity Employer – M/F/Disabled/Vet

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