Manager of Digital Experience Consultant at Shopatron, Inc. in Remote

The Manager of Digital Experience Consulting will oversee the members of the Digital Experience Consultancy Team assigned to a portfolio of clients. They are responsible for the day to day operations of the team and provide tactical support and leadership to members of Digital Experience Consultancy team to ensure services engagement is operating efficiently within the organization.

Success in the role is defined by customer retention, measurable service delivery excellence that enhances customer performance, escalation of customer issues/feedback to Kibo stakeholders and positive customer feedback on the execution of the process. This role will be assigned target metrics for customer satisfaction and productivity, which will be measured on an ongoing basis to evaluate performance.

ESSENTIAL RESPONSIBILITIES AND DUTIES:

• Manage Kibo customer-facing consultant teams to meet and exceed customer expectations and address customer issues
• Develop and be held accountable for team goals, quality of team output and performance evaluations
• Primary point for account escalation requests for any Digital Experience Consultant team member
• Works closely with leadership to ensure proper work prioritization and approach to delivering according to client expectations is in place
• Plays a key role in the growth, evolution and continuous improvement of the Digital Experience Consulting Practice
• Drive operational efficiency by ensuring process and tools are aligned for success
• Establish and maintain long-term relationships both internally and externally to maximize future retention and revenue opportunities
• Drive customer satisfaction by sending ongoing surveys to the customer base and manage the metrics and follow up actions
• Manage project information through the entire customer lifecycle process using Salesforce.com
• Remain highly knowledgeable of Kibo products and target industries to facilitate growth and retention efforts
• Interact with cross-functional business leadership teams including Marketing, Support, Product Management, Customer Success, and Sales

QUALIFICATIONS:

• EDUCATION: Bachelor’s degree in Business or Marketing or equivalent combination and experience.
• EXPERIENCE: 5+ years’ experience in either a managed consultancy, agency or client-side e-commerce role. Previous management/team lead experience desired with the ability to successfully manage a customer-facing services team with proven positive results

KNOWLEDGE/SKILLS/ABILITIES:

• Effective team management and ability to motivate
• Knowledge of effective networking, relationship building and onboarding
• Excellent interpersonal and communication skills
• Strong Microsoft Office skills – Outlook, Word, Excel and PowerPoint
• Excellent organizational and time management skills
• Ability to thrive in a fast-paced, ambitious environment
• Ability to effectively inform and persuade
• Ability to self-motivate and produce high-level results with minimal supervision and direction
• Ability to present to C-level and senior-level executives, as well as communicate well to internal and inter-departmental associates
• Knowledge and experience of Salesforce.com