Customer Experience Leader: Growth & Operations

Stord; Hebron Estates (KY); On-site; USD 60,000 - 90,000; Full time

Job summary

Stord is seeking a Customer Experience Manager I to serve as the primary liaison between customers and internal teams, ensuring service needs are met and business alignment is achieved. You will collaborate with operations, IT, and finance to optimize customer experience and drive efficiency.

The role focuses on identifying growth opportunities, leading business reviews, and maintaining strong client relationships in a fast-paced environment.

Qualifications

• Proven experience in customer experience, account management, or a related field.
• Strong communication and relationship-building skills with internal and external stakeholders.
• 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.
• Comfort with fast-paced environments and multi-priority workloads.

Responsibilities

• Act as the main liaison 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 SLAs.
• Oversee the management and implementation of complex service solutions for seamless program execution.
• Partner with account leadership on business transformation efforts to improve service processes and financial performance.
• Lead customer business reviews and provide strategic recommendations for service improvement.
• Audit customer invoices and track outstanding accounts receivable to support timely resolution.

Skills

Customer experience

Account management

Communication

Analytical thinking

Financial processes

Stakeholder management

Job description

Stord is seeking a Customer Experience Manager I to serve as the primary liaison between customers and internal teams, ensuring service needs are met and business alignment is achieved. You will collaborate with operations, IT, and finance to optimize customer experience and drive efficiency.

The role focuses on identifying growth opportunities, leading business reviews, and maintaining strong client relationships in a fast-paced environment.