Customer Experience Manager

As a Customer Experience Manager, you will be responsible for delivering top-notch service to our valued customers. The Customer Experience Manager will primarily be responsible for planning the support activities needed to provide deliverables and ensure a positive customer experience. You will be responsible for addressing inquiries, resolving issues, and working with the Development Team to track project progress and deliverables.Key Responsibilities:Project Planning: Develop comprehensive project plans, including defining scope, objectives, timelines, and resources needed.Customer Interaction: Serve as the primary contact for customers via phone, email, chat, responding promptly and professionally to inquiries, concerns, requests, and support escalations.Problem Solving: Investigate customer issues and provide effective solutions.Product Knowledge: Develop a deep understanding of our products or services to educate customers and assist them in making informed decisions. Create Help articles/videos as well as create updates for the chatbot / knowledge base.Documentation: Maintain accurate records of customer interactions, transactions, and inquiries in our CRM system.Communication: Keep customers informed of progress and changes related to their project or inquiries, following up as necessary to ensure complete resolution. Maintain effective communication with the Accounts Manager so there is a clear understanding of deliverable due datesTeam Collaboration: Work closely with other departments, such as sales, and product development, to communicate customer feedback and improve our products and services.Quality Assurance: Ensure that project deliverables meet quality standards and client requirements. Monitor and assess the quality of customer interactions and provide suggestions for improvement.Continuous Improvement: Analyze customer service data and metrics to identify trends and areas that require improvement. As well as collaborate with technology team to improve and automate support processes.Qualifications:Associate degree or equivalent; a Bachelor's Degree is preferred.Track record of excellent customer serviceStrong communication, interpersonal, and time management skills.Ability to work in CRM software and tools.Problem-solving and critical thinking skills.Adaptability to changing project requirements and priorities.Canva Experience a plusNote: This job description is not intended to be all-inclusive. The employee may perform other related duties as negotiated to meet the ongoing needs of the organization.