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Senior Client Experience Manager

2 months ago

New York, New York, United States Chexology Full time

Transforming Client Experience with Chexology

Chexology, a pioneering technology company based in the United States, is revolutionizing the hospitality industry with its cutting-edge software solutions. Our patented technology, featured on a prominent business television show, streamlines operations for major players like Nike, Hilton Hotels, and American Express. We empower clients by replacing traditional systems with user-friendly mobile apps, transforming services like coat check, luggage storage, and valet operations.

About the Role

We are seeking a seasoned Client Experience Manager to lead our Client Success team. In this role, you will be responsible for establishing a seamless client onboarding process, providing product support, and managing feedback to ensure exceptional customer satisfaction. By understanding each client's unique needs, you will tailor our solutions and create personalized communication strategies. Working closely with cross-functional teams, you will drive successful client implementations and identify opportunities for business growth.

Key Responsibilities

Implementation (50%):

  • Overhaul client onboarding procedures for a smoother journey
  • Create project plans and SOPs for efficient client rollouts
  • Develop automation strategies for consistent client communication
  • Identify risks and provide mentorship to team members

Client Development (25%):

  • Act as a trusted advisor to key clients and promote new features
  • Collaborate with sales teams to expand client portfolios

Performance Tracking (25%):

  • Establish KPIs for client satisfaction and analyze usage data
  • Generate case studies to improve offerings and reduce churn

Requirements and Qualifications:

  • 4+ years of CXM experience in a software-as-a-service organization
  • Proven success in building relationships and managing teams
  • Strong project management and CRM skills
  • Ability to work collaboratively in a cross-functional environment

About Chexology

Chexology is a dynamic and inclusive company that offers competitive benefits, a supportive work environment, and opportunities for professional growth. We are committed to revolutionizing client experience in the hospitality industry and are seeking talented individuals to join our team.