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Customer Experience Manager

Stord
Atlanta, USA
Full-time
Manager
Onsite
Discovered 2 weeks ago

Full Job Posting

What You'll Do

  • Act as the main point of contact between customers and internal teams to address service needs and ensure business alignment.
  • Identify and communicate client service requirements to cross-functional teams, ensuring effective execution and adherence to SLAs.
  • Oversee the management and implementation of complex service solutions to ensure seamless customer program execution.
  • Partner with account leadership on business transformation efforts to enhance service processes, operational efficiency, and financial performance.
  • Lead and coordinate customer business reviews, offering strategic insights and recommendations for service improvement.
  • Audit customer invoices, track outstanding accounts receivable (A/R), and facilitate timely issue resolution for financial accuracy.
  • Maintain comprehensive documentation, including meeting notes and action items, to drive account performance and issue resolution.
  • Collaborate with management to identify and convert growth opportunities into tangible results.
  • What You'll Need:
  • Proven experience in customer experience, account management, or a related field.
  • Strong ability to manage multiple priorities and complex service solutions in a fast-paced environment.
  • Excellent communication and relationship-building skills to work effectively with internal and external stakeholders.
  • Analytical mindset with attention to detail and problem-solving capabilities.
  • Experience with financial processes, including auditing invoices and managing accounts receivable.
  • Ability to lead customer business reviews and provide strategic recommendations.
  • Bonus Points:
  • Experience in Supply Chain, Warehouse Fulfillment, or Ecommerce.
  • Familiarity with service-level agreements (SLAs) and operational metrics.
  • Background in business transformation initiatives or process optimization.
  • Proficiency in CRM or customer service management tools.

Qualifications

  • Experience with financial processes, including auditing invoices and managing accounts receivable.
  • Familiarity with service-level agreements (SLAs) and operational metrics.

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