The Role: As Customer Experience Manager, you'll be responsible for designing, improving, and ensuring a seamless, positive experience across all customer touchpoints in sales, service, and support. You will analyze customer interactions, identify pain points, and implement strategies to enhance satisfaction, loyalty, and retention. This isn't just a job, it's a chance to shape the future of our customer journey, influence every step of the experience, and work directly with a high-performing leadership team. You'll have the platform, the support, and the voice to make real change across sales, service, and support.
What A Day In The Life Is Like: Design and Optimize the Customer Journey- Ensure smooth transitions between equipment purchase, delivery, installation, and service
- Map the end-to-end customer journey from inquiry to post-service follow-up, identify and address pain points
- Improve scheduling and dispatching efficiency for field service technicians
- Collaborate with field service managers to ensure that quality and service speed meet customer expectations
Customer Insights and Satisfaction Measurement- Implement customer feedback programs (post-purchase and post-service surveys)
- Track key metrics such as first-time fix rate, service response time, and Net Promoter Score
- Analyze customer complaints and service records to identify trends and areas for process improvement
- Implement Voice of the Customer initiatives to capture and act on customer feedback
Customer Service Management- Manage a customer service team
- Resolve customer inquiries and complaints
- Establishment of performance metrics to improve efficiency
- Train, develop, and coach customer service team members
Customer Retention Strategies- Develop preventative maintenance programs to improve customer uptime and reduce emergency service calls
- Implement automated service processes for inspections, calibrations, and routine maintenance
- Work on service contracts and extended warranty programs to drive long-term customer loyalty
- Educate customers on self-service options, mobile scheduling apps, and service portals
Required Qualifications and Experience: - Bachelor's degree in a related business field
- 5-7 years of experience in customer experience roles
- Minimum of 2-3 years in a leadership or management position
- Demonstrated business and financial acumen
- Proven leadership and coaching abilities, with a track record of motivating and developing high-performing teams
- Exceptional communication and interpersonal skills
Preferred Qualifications and Experience: - Experience in a field service organization and strong data-driven decision-making skills
Benefits: - Health, Dental, Life, and Vision Insurance
- PTO (15 days/120 hours)
- 401(K) w/ 3% match
- Incentive bonus
- Flexible schedule, limited travel
- THE PEOPLE!
Salary Description
$88,000-$110,000/year
