Customer Experience Manager

Crane Payment Innovations (CPI), part of Crane NXT, is hiring a Customer Experience Manager for its Service organization. The role owns the customer lifecycle, including onboarding, issue resolution, customer KPI improvement, project coordination, and retention. It also represents customer feedback internally and drives continuous improvement in service delivery.

Responsibilities:

• Onboard new service customers using structured project plans
• Serve as primary escalation point and drive issue resolution
• Lead cross-functional communication across internal teams
• Monitor and report on customer KPIs and implement improvement plans
• Track and manage customer-impacting projects
• Develop customer action plans for service quality and performance
• Identify risks and execute mitigation strategies
• Conduct periodic customer reviews and present updates
• Use PM and CRM tools to track progress and milestones
• Identify churn risks and collaborate to retain customers
• Facilitate internal and customer-facing meetings
• Coordinate scheduling and field service workflows
• Drive continuous improvement in processes and service delivery

Requirements:

• College or University diploma or equivalent
• A minimum of 5 years of professional experience in Customer Support or Customer Service roles (or similar)
• Proven experience as a customer support specialist
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Alignment with our company's values
• Proven ability to coordinate or manage technical rollout projects
• Business acumen and technical understanding of payment systems and technologies
• Understanding of project management/coordination
• Salesforce working knowledge
• Microsoft products (Teams, Outlook, Power Point, Excel)
• Ability to thrive as individual and part of a team
• Communicator, ensuring teams remain on task and informed
• You display a sense of urgency and are known for being a timely decision maker
• You possess a drive to serve your “customers” and focus on responding promptly to project team needs
• You have a reputation for making quality decisions and sticking to them
• You are good at negotiating win-win solutions for CPI and our customers
• You are comfortable wearing many hats and able to shift priorities as needed
• You allow others to express themselves and try to understand others before expressing self
• You assemble all necessary materials and information before starting a task
• You are approachable, and willing to follow, or lead based on the team's need
• Your oral and writing is concise and descriptive, and you believe it is necessary to “overcommunicate” service project status/updates
• within a similar environment