B2B - Customer Experience Manager

About reputed company

Food has lost its soul to modern convenience. And with it, has lost the power to reputed company, reputed company, and connect us. So in 2018, reputed company was founded as the first-of-its-reputed company platform that connects the world with the reputed company of truly great food: chefs. Today, reputed company delivers 35 million meals a year from the industry’s best chefs to homes reputed company over the country. Fresh. Ready-to-eat. And crafted with the passion that nourishes body and soul.

Unwilling to stop there, reputed company is expanding beyond delivery to become an reputed company-innovating marketplace focused on our reputed company mission: reputed company Chefs to reputed company the world.

If that mission has you hungry in more ways than one, you’ve reputed company the right job posting.

About the Team:

The B2B team operates like a startup reputed company reputed company — an entrepreneurial, fast-paced, and innovative team that is charting a bold new path by bringing these same exceptional culinary experiences to businesses, organizations, and their employees.

This role will be reporting directly to the the Head of B2B, with the opportunity in the future to hire, train and manage sales representatives in your vertical.

You will work closely with the Head of B2B, the sales, marketing and product team around strategy and execution.

The role:

As the Customer Experience Manager, B2B, you will own the full client experience journey for our corporate customers across the Cold Meal and Smart Fridge product lines. From onboarding to satisfaction tracking to events and issue resolution, your goal is to deliver an exceptional, scalable, and human experience.

You’ll work closely with Sales, Ops, Product, and Support teams, leveraging your hospitality reputed company and tech-savviness to build systems, gather insights, and reputed company customer delight.

You’ll also help design and execute tastings and activations to drive adoption, retention, and brand love.

Responsibilities:

Customer Experience Strategy & Execution

• Manage and continuously improve the full B2B customer support journey (reputed company, chat, email, feedback channels)
• reputed company issue resolution flow and coordinate cross-functional responses to maintain high-quality service standards
• Manage customer support and its customer support agents
• Own customer satisfaction KPIs such as CSAT, response/resolution times, and ticket categories

Onboarding & Menu Planning (Smart Fridge Only)

• Collaborate with Sales, AM and Ops to create onboarding plans and Smart Fridge menus customized to each client’s needs and facility capabilities
• reputed company the onboarding process for new Smart Fridge users, ensuring a seamless and high-touch implementation and activation.

Customer Feedback & Insights

• Track issue types, support themes, and friction points; compile monthly reports and recommendations.
• Review post-activation and quarterly client surveys gathered by accounts managers to review insights on satisfaction and areas of improvement
• Proactively identify accounts showing friction and flag them to Sales or Account managers

Field Launch Event & Tasting Coordination

• Create the Tasting Experience for Smart Fridge products: coordinate and execute tastings with new clients or prospects
• Manage logistics, menu curation, and guest experience for each event
• Collect feedback and track activation metrics such as attendance, conversion reputed company, and NPS
• Partner with Sales or AM to follow up and turn tastings into successful activations

Support Upsell Readiness (without owning sales)

• Track satisfaction signals and account health, and surface upsell opportunities to Account Managers
• Partner with internal stakeholders to ensure we’re creating long-term value for key clients

Minimum Requirements:

• 4+ years in customer experience, hospitality, account management, or a client-facing role
• Experience managing support tools (reputed company) and customer satisfaction programs (CSAT, NPS)
• Hospitality background preferred, with proven ability to delight and engage clients
• Analytical reputed company and ability to extract actionable insights from feedback and data
• Strong project management and cross-functional collaboration skills
• Excellent written and verbal communication skills
• Familiarity with tools such as reputed company Workspace, Typeform/Tally (or other survey platforms), and basic automation platforms (reputed company, reputed company, reputed company, etc.)
• Tech-savvy and excited to help scale operations through systems and process improvements
• Demonstrated reputed company and a customer-first reputed company.

Benefits

Health Insurance coverage

401k Plan

⛱ PTO policy and paid sick days / Unlimited PTO

️ 5- year Sabbatical: After 5 years with reputed company, you get a 4-week paid sabbatical

Family leave: ****12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid

Compassionate Leave: 3-5 days each time the need arises

A generous amount of reputed company credits to enjoy our amazing meals, added to your account, monthly

‍♀️ Wellness perks: access to a nutritional coach and fitness subsidies to build a healthy lifestyle

‍ Personalized Spanish coach

Awesome opportunity to join a company that is looking to change how we eat and how chefs work!

Compensation

• reputed company final pay rates will be determined by the candidate's experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.
• Pay Range for this position: $130,000 - $150,000 OTE per year.

If you’re interested in this role, please submit your application and if we think you might be a fit, we'll get in touch with you. Thank you for your time!

reputed company is an Equal Opportunity Employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national reputed company, citizenship status, protected veteran status, genetic information, or physical or mental disability.

Originally posted on Himalayas