Customer Experience Manager

About the Role You will join Mark43's Customer Experience team as a Client-Facing Customer Experience Manager. The role focuses on advocating for customers, driving product adoption, and coordinating post-implementation activities to ensure satisfaction. You will serve as the trusted advisor to clients and partner with internal teams to turn feedback into improvements. What You'll Do

• Advocate for the client to ensure their needs are 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 be 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.
• Help 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.
• Previous Law Enforcement experience 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.
• Self-motivated and 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. Nice to Have
• Experience working with government/public sector clients or law enforcement (preferred). Compensation & Benefits
• Mentorship from experienced Customer Experience team members.
• Constant collaboration with numerous Mark43 teams, including Customer Support, Implementation, Product, Engineering, and Executive leadership.
• Building mission critical and socially responsible software to enable first responders to better serve their communities.
• A team that respects and embraces your ideas and expertise.
• Coworkers that are motivated by pursuing excellence, rather than the prospect of personal gain.
• A workplace dedicated to supporting and bettering public safety and government agencies.
• An effort to balance autonomy and guidance.
• The chance to participate in development opportunities, including through services like Udemy, from day one.