Customer Experience Lead

Crawford Technologies; Town of Potsdam (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Crawford Technologies in the United States seeks a Senior Customer Experience Lead to own client outcomes, coordinate with internal teams, and escalate issues as needed. You will manage large accounts and ensure timely, accurate communication with stakeholders.

Key responsibilities include mentoring CX Associates, maintaining CRM records, and driving continuous improvements to the customer journey to sustain high satisfaction and loyalty.

Qualifications

• 7+ years in customer service, customer experience, or enterprise client support in a technical environment.
• Experience managing large or high-value client relationships and resolving sensitive issues.
• Proven ability to coordinate work across functions, influence without authority, and hold stakeholders accountable.
• Experience leading or mentoring teams in a customer-focused environment.
• Exceptional attention to detail, organization, documentation, and follow-through.
• Excellent written and verbal communication skills for senior management updates.

Responsibilities

• Lead the day-to-day coordination of customer experience activities and guide team members.
• Own relationships with large or complex clients, setting clear expectations and maintaining trust through responsive, accurate communication.
• Serve as the lead escalation point for high-impact customer issues and cross-functional dependencies.
• Drive issue resolution by identifying owners, securing answers, documenting commitments, monitoring progress, and following up until actions are complete.
• Coordinate with operations, sales, technology, finance, leadership, and other partners to resolve issues and improve end-to-end customer experience.
• Provide timely, concise updates to senior management with status, impact, risks, decisions needed, and next steps.
• Monitor interactions, case quality, follow-ups, and service performance; reinforce expectations for detail and accountability.
• Coach and mentor Customer Experience Associates to ensure consistent decision-making and service delivery.
• Identify recurring client concerns and process improvements; support cross-functional problem-solving sessions.
• Lead or support client reviews and internal service reviews; maintain accurate records in CRM and case management.
• Support KPIs and service goals including satisfaction, response and resolution times, service levels, and retention.

Skills

Client relationships

Cross-functional coordination

Escalation management

Communication

Mentoring

Attention to detail

Problem solving

Documentation

Organization

Resilience

Education

Bachelor's degree

Associate degree

Tools

CRM systems

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 DUTIES AND 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.

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 d