Senior Customer Experience Manager

2 weeks ago

Austin, Texas, United States Chaiz Full time
About Chaiz

We're a pioneering company revolutionizing the vehicle service contract industry. Our mission is to provide a seamless and positive experience for our customers, disrupting the traditional sales methods and high prices associated with extended warranties.

The Role

As a Senior Customer Experience Manager at Chaiz, you will play a pivotal role in ensuring our customers have a world-class experience. Your responsibilities will include managing and nurturing customer relationships, ensuring customer satisfaction and retention, and overseeing our customer support team and call center. Additionally, you will have the opportunity to contribute to the development of our client dashboard, gamification, loyalty, and referral programs aimed at increasing retention, referrals, and renewals.

Key Responsibilities
  • Customer Relationship Management: Develop and maintain strong relationships with key customers, acting as their primary point of contact and trusted advisor.
  • Issue Resolution: Address and resolve customer issues and concerns in a timely and effective manner, ensuring a high level of customer satisfaction.
  • Feedback Loop: Gather and analyze customer feedback to provide insights to the product and development teams, contributing to the continuous improvement of our offerings.
  • Renewals and Retention: Develop and execute strategies to maximize customer retention and contract renewals, identifying at-risk accounts and implementing proactive measures to retain them.
  • Customer Support Management: Oversee the customer support team and call center, ensuring that all customer inquiries and issues are handled efficiently and effectively.
  • Team Leadership: Recruit, train, and manage the customer support team, fostering a positive and productive work environment and promoting professional growth and development.
  • Client Dashboard: Assist the expansion of our client dashboard post-purchase, providing customers with an easy-to-use interface to manage their warranties and track benefits.
  • Gamification and Loyalty Programs: Co-design gamification and loyalty programs to engage customers, increase retention, and encourage repeat business.
  • Referral Programs: Help develop and launch referral programs to incentivize customers to refer new users to Chaiz, driving growth through word-of-mouth marketing.
Requirements
  • Minimum of 5 years of experience in customer success or account management, preferably in a tech startup. Experience managing a customer support team and call center is required.
  • Exceptional communication and interpersonal skills, with the ability to build and maintain strong relationships with customers and internal teams.
  • Strong analytical and problem-solving skills, with the ability to think strategically and execute tactically.
  • Proficiency in using CRM software and other customer success tools
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and business needs.
  • Innovative mindset with a track record of developing and implementing successful customer engagement programs.

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