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Senior Client Experience Manager

2 months ago

New York, New York, United States Chexology Full time
About the Role

We are seeking a highly skilled Senior Client Experience Manager to join our Client Success team at Chexology. As a key member of our team, you will be responsible for delivering exceptional client experiences, driving business growth, and ensuring seamless client onboarding and implementation processes.

Key Responsibilities
  • Implementation (50%)
    • Lead the development and implementation of comprehensive client onboarding and implementation procedures to enhance the client journey from initial contact to successful product adoption.
    • Work closely with clients to scope out implementation requirements and objectives.
    • Define clear ownership for each stage of the implementation process and develop detailed project plans with timelines to ensure efficient and successful client rollouts.
    • Create standardized operating procedures (SOPs) for client implementations, including modular components that can be customized to meet specific client requirements.
    • Design and implement automation strategies for client communication during the implementation process to ensure consistent and timely updates.
    • Coordinate with the product, design, and operations teams to maximize product capabilities and user experience.
    • Proactively identify risks and issues that could impact implementation success and develop mitigation plans accordingly; Escalate potential issues and advocate client needs.
    • Provide mentorship and coaching to team members, fostering a culture of continuous learning and professional growth.
  • Client Development (25%)
    • Serve as a trusted advisor to our key clients, working collaboratively with them and our team to tackle complex challenges while also providing comprehensive education on our solutions and best practices.
    • Identify client stakeholders and key players to boost enthusiasm and develop champions.
    • Promote new features and drive revenue growth by demonstrating their functionality through live demos and providing thorough training sessions.
    • Work in collaboration with our sales teams to expand within specific client portfolios.
  • Performance Tracking (25%)
    • Establish key performance indicators (KPIs) to measure client satisfaction during and post-implementation.
    • Monitor and analyze usage to reduce churn and offer clients business insights.
    • Work with clients to generate case studies and utilize insights to improve our offerings.
Requirements
  • 4+ years of CXM (or relevant) experience in a SaaS organization.
  • Management experience overseeing a small team.
  • Track record of success in building strategic relationships.
  • Proactive communication skills that drive engagement.
  • Strong project management abilities.
  • Strong understanding of CRM software and customer engagement tools.
  • Ability to work well on a cross-functional team.
  • Self-learner, relentless determination, passion, and execution.
  • Transparency, low ego, and coachability.
About Chexology

Chexology is a global tech company headquartered in New York City. As seen on ABC's Shark Tank, our patented software disrupts the hospitality industry by eliminating paper claim tickets (think coat check, luggage check, rentals, and valet services). Our simple-to-use mobile app has tackled some colossal hospitality challenges for institutions like Nike, Hilton Hotels, Mercedes Benz, American Express, The US Open, and Delta Airlines. We work closely with museums, concert venues, sports stadiums, and hotels, just to name a few.

Behind these unique hospitality tools lies a close-knit team of individuals from all walks of life. We value our supportive work environment, approachable leadership, and community of respectful colleagues. Each day, we work together by sharing our passion, life experience, and creativity in building meaningful software that enriches people's lives all over the world.

Chexology believes it's our responsibility to build a workforce reflective of our diverse society. We are committed to treating everyone equitably, acting with kindness, and leaving a positive impact on the world. To uphold these values, we've established a Diversity & Inclusion Committee to foster an inclusive culture. This initiative will not only enable us to achieve more as a company but also enhance our relationships with customers.