Customer Experience Lead — Strategic Service & Growth

Stord; Reno, Northern (NV, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Stord, The Consumer Experience Company, is seeking a Customer Experience Manager to serve as the primary liaison between customers and internal teams, ensuring smooth execution of service solutions and adherence to SLAs. This onsite role sits 4 days a week with 1 day remote and focuses on optimizing customer experience and financial accuracy.

You will drive customer business reviews, audit invoices, and collaborate with operations, IT, and finance to uncover growth opportunities and enhance

Qualifications

• Experience in customer experience, account management, or related field.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and relationship-building skills.
• Analytical mindset with attention to detail and problem-solving capabilities.
• Experience with financial processes, including auditing invoices and managing accounts receivable.
• Ability to lead customer business reviews and provide strategic recommendations.

Responsibilities

• Act as the main point of contact between customers and internal teams to address service needs and ensure business alignment.
• Identify and communicate client service requirements to cross-functional teams, ensuring effective execution and adherence to SLAs.
• Oversee the management and implementation of complex service solutions to ensure seamless customer program execution.
• Partner with account leadership on business transformation efforts to enhance service processes, operational efficiency, and financial performance.
• Lead and coordinate customer business reviews, offering strategic insights and recommendations for service improvement.
• Audit customer invoices, track outstanding accounts receivable (A/R), and facilitate timely issue resolution for financial accuracy.
• Maintain comprehensive documentation, including meeting notes and action items, to drive account performance and issue resolution.
• Collaborate with management to identify and convert growth opportunities into tangible results.

Skills

Customer experience

Account management

Communication

Relationship building

Analytical thinking

Problem solving

Financial processes

Invoices auditing

AR management

Tools

CRM software

Job description

Stord, The Consumer Experience Company, is seeking a Customer Experience Manager to serve as the primary liaison between customers and internal teams, ensuring smooth execution of service solutions and adherence to SLAs. This onsite role sits 4 days a week with 1 day remote and focuses on optimizing customer experience and financial accuracy.

You will drive customer business reviews, audit invoices, and collaborate with operations, IT, and finance to uncover growth opportunities and enhance