Customer Experience Manager - Massachusetts

Mark43 is a company dedicated to empowering communities and their governments with innovative technologies. They are seeking a Customer Experience Manager to serve as the client’s voice, focusing on product adoption, user satisfaction, and providing post-implementation support.

Responsibilities:

• Advocate 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 current workflows
• Keep diligent records of all client meetings, tasks, and deliverables
• Seeking out and nurturing relationships with power-users and influencers within 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 complex 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

Requirements:

• Must reside in Massachusetts
• 5-10 years of account management, customer success, consulting, project management, and/or customer success experience
• Proven experience participating in a complex project from start to finish
• Knowing when 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 outside 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
• Four-year university/college degree preferred