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Customer Experience Manager (Enterprise Accounts) - US
- 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 Roambee’s 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 Roambee’s customer-centric strategy and evaluate their efficiency and success
- Drive recurring top account meetings and reviews, including QBR’s
- 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 KPI’s and performance metrics for your function
- Develop strong relationships with business executives and engineering team to create successful engagements which grow Roambee’s revenue
- Work with our partners on sales and business development initiatives
- 5 to 7 years of experience in:
- Customer Success
- Business Consultant, Business Reviews or other customer facing work
- Pre-sales, conducting solution demos
- Writing and implementing SoWs (Statements of work)
- Project management
- 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.
- The applicant must be authorized to legally work in the country.
- Compensation is negotiable and depends on experience and skill level. Our compensation consists of salary, performance bonus, and stock options.
- Recruitment agencies: We do not accept unsolicited agency resumes. Please do not forward resumes to this email, our company website email, or any other company location. We are not responsible for any fees related to unsolicited resumes.