Customer Experience Manager

About the Role Mark43 is looking for a Customer Experience Manager to serve as the client's voice, drive product adoption, and manage post-implementation care for our public safety customers. In this client-facing role, you will advocate for customer needs, help guide change management, and partner with product and engineering to ensure customers receive the value of Mark43's offerings.

What You'll Do

• Advocate for the client to ensure their needs are being met.
• Participate in pre-implementation activities to establish relationships and domain expertise early in the deployment process.
• Perform post-implementation tasks, on-site with our clients, while working on a dynamic Customer Experience team.
• Collaborate with the Customer Support, Account Management and Implementation teams to ensure a smooth post-implementation experience for our clients.
• Work with our clients to learn and understand their current workflows.
• Keep diligent records of all client meetings, tasks, and deliverables.
• Seek out and nurture relationships with power-users and influencers within client sites.
• Track user feedback to help influence the product roadmap and maintain communication with clients to resolve product issues.
• Distribute and ensure completion of client surveys and ultimately responsible for your clients NPS score.
• Collaborate internally to solve complex problems and work on a diversity of tasks in a fast-paced environment.
• Collaborating with first responders, which is a uniquely satisfying experience.
• Helping to innovate and test new processes to improve efficiency as well as internal and external customer satisfaction.

What We're Looking For

• 5-10 years of account management, customer success, consulting, project management, and/or customer success experience.
• Four-year university/college degree preferred.
• Proven experience participating in a complex project from start to finish.
• Knowing when to problem solve, either independently or by asking smart questions of your teammates.
• Outstanding written and oral communication skills - you’ll often be writing materials that will go directly to our clients and will need to adjust internal jargon for external.
• Detail oriented and the ability to document and track tasks.
• Excitement about working with cross-functional teams in a matrix organization.
• Ability to multitask and work on multiple projects concurrently.
• Ability to travel up to 50-80% and comfort working directly from client sites.
• Willingness to operate outside of assigned projects and pitch in wherever necessary.
• Interest in working with a public sector client, such as law enforcement (LE), at the local, state, or federal level.
• Comfortable working remotely.
• Experience providing (while comfortable also receiving) feedback across levels of leadership and peers.
• A change champion able to adapt to changing processes and needs while comfortable asking questions and creating dialog.