Customer Experience Manager

🕒 Julho 22

🏄 California – Remoto

🏄 California – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💝 Suporte ao Cliente

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

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Mark43

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2012

🤖 Inteligência Artificial

🏛️ Governo

🔒 Cibersegurança

Artificial Intelligence • Government • Cybersecurity

A Mark43 é a líder confiável em tecnologia para segurança pública, fornecendo uma plataforma segura e tudo-em-um para que as agências economizem tempo, mantenham-se em conformidade e garantam a segurança da comunidade. Por meio de ferramentas inovadoras impulsionadas por IA e uma infraestrutura moderna e nativa da nuvem, a Mark43 capacita as agências de segurança pública a melhorar sua eficiência operacional, realizar relatórios instantâneos e compartilhar dados em tempo real. Projetada especificamente para primeiros socorristas, a Mark43 apoia as forças de segurança e outras agências de segurança pública em sua missão de servir e proteger as comunidades.

Descrição

• Advocate for the client to ensure their needs are being met. • Participating in pre-implementation activities to establish relationships and domain expertise early in the deployment process. • Performing post-implementation tasks, on-site with our clients, while working on a dynamic Customer Experience team. • Collaborating with the Customer Support, Account Management and Implementation teams to ensure a smooth post-implementation experience for our clients. • Working with our clients to learn and understand their current workflows. • Keep diligent records of all client meetings, tasks, and deliverables. • Seeking out and nurturing relationships with power-users and influencers within client sites. • Tracking user feedback to help influence the product roadmap and maintain communication with clients to resolve product issues. • Distributing and ensuring 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• 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.