Customer Experience Lead

Crawford Technologies; New York (NY); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Medical benefits

Dental

Vision

Disability insurance

Life insurance

Paid time off

Holiday pay

Growth in software company

Job summary

Crawford Technologies seeks a senior Customer Experience leader to own end-to-end CX for large, sophisticated clients. You will coordinate across internal teams, maintain trusted client relationships, and drive issue resolution with clear accountability.

The role requires strategic communication with senior management, meticulous follow-through, and a proven ability to balance urgent and important work in a fast-paced environment.

Qualifications

• 7+ years in customer service or enterprise client support in a technical environment.
• Experience managing large, complex client relationships and resolving high-impact issues.
• Coordinate work across functions, influence without authority, and hold stakeholders accountable.
• Experience mentoring teams and guiding day-to-day customer-focused delivery.
• Excellent written and verbal communication; ability to communicate updates to senior management.
• Strong problem-solving, prioritization, conflict-resolution, and decision-making skills.
• Experience with CRM, case management, and reporting platforms.

Responsibilities

• Lead the day-to-day coordination of customer experience activities and provide guidance, prioritization, and support to team members.
• Own relationships with large or complex clients, establishing clear expectations and maintaining trust through responsive communication.
• Serve as the lead escalation point for high-impact customer issues and cross-functional dependencies.
• Drive issues to resolution by identifying owners, securing answers, documenting commitments, and following up.
• Assess priorities, customer impact, risk, urgency, and resources to determine response path.
• Coordinate with operations, sales, technology, finance, leadership, and others to resolve issues and improve CX.
• Provide timely updates to senior management on status, impact, risks, decisions, and next steps.
• Monitor interactions, case quality, and service performance; enforce standards for detail and accountability.
• Coach and mentor Customer Experience Associates to ensure consistent service delivery.
• Identify recurring client concerns and process improvements; support implementation.
• Lead or support client reviews, escalation meetings, and cross-functional problem-solving sessions.
• Maintain accurate records in CRM, case management, and communication systems.
• Support KPIs and service goals, including CSAT, response times, and client retention.
• Provide coverage during high-volume periods or manager absence within authority.

Skills

Customer relationship management

Customer experience

Enterprise client support

Account service

Cross-functional coordination

Mentoring/leadership

Attention to detail

Organization

Follow-through

Communication with senior management

Problem-solving

Prioritization

Conflict resolution

Decision-making

CRM platforms

Case management platforms

Reporting platforms

Education

Associate or Bachelor's degree preferred

Tools

CRM systems

Case management

Reporting tools

Customer service platforms

Job description

You will thrive in this lead role if you take personal ownership of client outcomes, remain composed under pressure, and are not satisfied until an issue is fully resolved. We are looking for an experienced professional who can manage large, sophisticated clients while coordinating effectively across internal teams. The right candidate notices the details others miss, follows up persistently, distinguishes urgent issues from important ones, and keeps work moving when answers are difficult to obtain. This person must communicate confidently with senior management, establish clear expectations, and build trusted relationships with both internal and external clients.

Key Responsibilities

• Lead the day-to-day coordination of customer experience activities and provide guidance, prioritization, and support to team members.
• Own relationships with large or complex internal and external clients, establishing clear expectations and maintaining trust through responsive, accurate communication.
• Serve as the lead escalation point for high-impact customer issues, complaints, service failures, and cross-functional dependencies.
• Drive issues to resolution by identifying owners, securing answers, documenting commitments, monitoring progress, and following up persistently until actions are complete.
• Assess competing priorities, customer impact, business risk, urgency, and available resources to determine the appropriate response and escalation path.
• Coordinate with operations, sales, technology, finance, leadership, and other functional partners to resolve issues and improve the end-to-end customer experience.
• Provide timely, concise updates to senior management, including current status, customer impact, risks, decisions required, ownership, and next steps.
• Monitor customer interactions, case quality, follow-up activity, and service performance; reinforce expectations for detail, accuracy, responsiveness, and accountability.
• Coach and mentor Customer Experience Associates and Senior Customer Experience Associates, sharing expertise and supporting consistent decision-making and service delivery.
• Identify recurring client concerns, operational breakdowns, and service trends; recommend and help implement sustainable process improvements.
• Lead or support client reviews, escalation meetings, internal service reviews, and cross-functional problem-solving sessions.
• Maintain accurate, complete, and current records in CRM, case management, and customer communication systems.
• Support departmental KPIs and service goals, including customer satisfaction, response and resolution times, service levels, quality, and client retention.
• Provide coverage and operational leadership during periods of high volume, priority incidents, or manager absence, within assigned authority.

Skills, Experience and Education

• Associate or bachelor's degree preferred; or equivalent experience required.
• 7+ years of customer service, customer experience, enterprise client support, account service, or related experience in a technical environment.
• Demonstrated experience managing large, complex, or high-value client relationships and resolving sensitive or high-impact issues.
• Proven ability to coordinate work across functions, influence without direct authority, and hold stakeholders accountable for commitments.
• Experience leading work, mentoring employees, or providing day-to-day guidance in a customer-focused environment.
• Exceptional attention to detail, organization, documentation, and follow-through.
• Ability to remain composed, exercise sound judgment, and maintain service quality in a fast-paced, high-pressure environment.
• Excellent written and verbal communication skills, including experience preparing clear updates and recommendations for senior management.
• Advanced problem-solving, prioritization, conflict-resolution, and decision-making abilities.
• Experience using CRM, case management, reporting, and customer service platforms.

What's in it for you?

• Be part of a growing company and team.
• Competitive salary (Commensurate with experience and position and eligible discretionary bonus)
• Excellent benefits Medical
• Dental
• Vision
• Short Term Disability
• Long Term Disability
• Group and Voluntary Life
• Sick Time Pay
• Vacation Pay
• Holiday Pay
• Be part of a rapidly growing software company

We thank all applicants for their interest in joining our team. Those short listed will be contacted.

Note: This job description is to be used as a guide for accomplishing company and department objectives and is not intended and should not be construed to be an all-inclusive list of responsibilities, skills, efforts or working condition associated with a job. Management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.