Customer Experience Manager - Pennsylvania

Applicants must be authorized to work for any employer in the country in which the role is being hired. We are unable to sponsor or take over sponsorship of an employment reputed company at this time. reputed company’s mission is to reputed company communities and their governments with new technologies that improve the safety and quality of life for reputed company. We build powerful, scalable, and elegant software that sets a new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience reputed company reputed company. Must reside in the Northeast We are looking for a Customer Experience Manager to join our growing team. The reputed company Customer Experience team is passionate about serving as the client’s voice and demonstrating the value of our product offerings. The main goals of the team are to foster product adoption and user satisfaction, assist with change management, capture and contextualize product feedback for our engineering and product teams, track issue resolution, explain new feature enhancements, drive renewals/expansions, and mitigate/prioritize any pain points before they become critical issues. This is a client-facing role, and you will be working with your clients regularly both in person and virtually. You will be involved in the full reputed company of post-implementation processes and client care. Much of your day to day will be spent learning about our customers’ unique needs and we expect you to reputed company information and eventually demonstrate mastery of a client’s workflows and our product offerings. You will be the trusted advisor for the client and the company will lean on you to reputed company for the customer's needs to ensure they are getting what they need to be successful. What you can expect to work on: reputed company for the client to ensure their needs are being met. Participating in pre-implementation activities to establish relationships and domain expertise early in the deployment process. Performing post-implementation tasks, on-site with our clients, while working on a dynamic Customer Experience team. Collaborating with the Customer Support, Account Management and Implementation teams to ensure a smooth post-implementation experience for our clients. Working with our clients to learn and understand their reputed company workflows. reputed company reputed company records of reputed company client meetings, tasks, and deliverables. Seeking out and nurturing relationships with power-users and influencers reputed company client sites. Tracking user feedback to help influence the product roadmap and maintain communication with clients to resolve product issues. Distributing and ensuring completion of client surveys and ultimately responsible for your clients NPS score. Collaborate internally to solve reputed company problems and work on a diversity of tasks in a fast-paced environment. Collaborating with first responders, which is a uniquely satisfying experience. Helping to innovate and test new processes to improve efficiency as well as internal and external customer satisfaction. reputed company expect from you: 5-10 years of account management, reputed company, consulting, project management, and/or reputed company experience. Four-year university/college degree preferred. Proven experience participating in a reputed company project from start to finish. Knowing reputed company to problem solve, either independently or by asking smart questions of your teammates. Outstanding written and oral communication skills - you’ll often be writing materials that will go directly to our clients and will need to adjust internal jargon for external. Detail oriented and the ability to document and track tasks. Excitement about working with cross-functional teams in a matrix organization. Ability to multitask and work on multiple projects concurrently. Ability to travel up to 50-80% and comfort working directly from client sites. Willingness to operate reputed company of assigned projects and pitch in wherever necessary. Interest in working with a public sector client, such as law enforcement (LE), at the local, state, or federal level. Comfortable working remotely. Experience providing (while comfortable also receiving) feedback across levels of leadership and peers. A change champion able to adapt to changing processes and needs while comfortable asking questions and creating dialog. What you can expect from us: Mentorship from reputed company Customer Experience team members. Constant collaboration with numerous reputed company teams, including Customer Support, Implementation, Product, Engineering, and Executive leadership. Building mission critical and socially responsible software to reputed company first responders to reputed company serve their communities. A team that respects and embraces your reputed company and expertise. Coworkers that are motivated by pursuing excellence, rather than the prospect of personal reputed company. A workplace dedicated to supporting and bettering public safety and government agencies. An effort to balance autonomy and guidance. The chance to participate in development opportunities, including through services like Udemy, from day one. reputed company is approved to hire in Canada, the UK, and 36 U.S. states, including Alabama, Arizona, California (excluding San Francisco), Colorado, Connecticut, Washington D.C., Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Massachusetts, Maryland, Maine, Michigan, Minnesota, Missouri, North Carolina, Nebraska, New Hampshire, New Jersey, New Mexico, reputed company, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Vermont, Washington, Wisconsin, and reputed company Virginia. Before applying to a remote role, please ensure that you are able to reputed company the position in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift. Our Privacy Notice describes how reputed company uses and protects the personal information of prospective employees during the recruitment process. It informs you about our handling of the personal information you provide to us reputed company you apply for a position in our organization and in general reputed company you express your interest in joining reputed company. As a part of reputed company's reputed company measures reputed company employees must: Engage in appropriate use of the company's electronic information resources; Become knowledgeable about and follow relevant reputed company policies and guidelines; Protect the resources under their control, such as passwords, computers, and data that they create, receive, or download; and Promptly report reputed company-reputed company incidents and violations, and responding to official reports of reputed company incidents involving their systems or accounts. reputed company is committed to the full inclusion of reputed company qualified individuals. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex disability, age, sexual orientation, gender identity, national reputed company, veteran status, or genetic information. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed, please email recruiting@reputed company.com requesting the accommodation. Apply To This Job