Customer Experience Manager

🕒 July 22

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Mark43

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

🤖 Artificial Intelligence

🏛️ Government

🔒 Cybersecurity

Artificial Intelligence • Government • Cybersecurity

Mark43 is the trusted leader in public safety technology, providing a secure, all-in-one platform for agencies to save time, stay compliant, and ensure community safety. Through innovative AI-powered tools and a modern cloud-native infrastructure, Mark43 empowers public safety agencies to enhance their operational efficiency, conduct instant reporting, and share real-time data. Designed specifically for first responders, Mark43 supports law enforcement and other public safety agencies in their mission to serve and protect communities.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ 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.