Customer Experience Manager

Jobtailor; Blaine (WA); On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor is seeking an experienced customer-focused Account Manager to serve as the primary liaison between clients and internal teams in Blaine, WA. You will manage complex service solutions, lead business reviews, and drive process improvements across Supply Chain and Ecommerce domains.

The role requires strong communication and analytical skills, with a track record in customer experience, invoicing audits, and growing strategic partnerships.

Qualifications

• Proven experience in customer experience or account management.
• Strong ability to manage multiple priorities and complex service solutions in a fast-paced environment.
• Excellent communication and relationship-building skills to work effectively 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.
• Experience in Supply Chain, Warehouse Fulfillment, or Ecommerce.
• Familiarity with service-level agreements (SLAs) and operational metrics.
• Background in business transformation initiatives or process optimization.
• Proficiency in CRM or customer service management tools.

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

Analytical Mindset

Multi-Priority Management

Excellent Communication

Relationship Building

Problem Solving

Financial Process

SLA Adherence

Process Optimization

Tools

CRM Tools

Customer Service Tools

Job description

• 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.

Requirements

• Proven experience in customer experience, account management, or a related field.
• Strong ability to manage multiple priorities and complex service solutions in a fast-paced environment.
• Excellent communication and relationship-building skills to work effectively 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.
• Experience in Supply Chain, Warehouse Fulfillment, or Ecommerce.
• Familiarity with service-level agreements (SLAs) and operational metrics.
• Background in business transformation initiatives or process optimization.
• Proficiency in CRM or customer service management tools.

Core Competencies

Demonstrates expertise in customer experience and account management, with a strong focus on managing complex service solutions and financial processes. Proven ability to lead business reviews and drive operational efficiency through strategic insights and collaboration.

Highest-signal resume keywords

• Customer Experience Management
• Account Management
• Financial Process Management
• Service-Level Agreement (SLA) Adherence
• Business Transformation Initiatives

ATS Optimization Keywords

Hard Skills

• Auditing Invoices
• Accounts Receivable Management
• Service Solution Implementation
• Operational Metrics Analysis
• Process Optimization

Soft Skills

• Excellent Communication
• Relationship-Building
• Analytical Mindset
• Problem-Solving
• Multi-Priority Management

Industry Keywords

• Supply Chain
• Warehouse Fulfillment
• Ecommerce

Tools & Technologies

• CRM Tools
• Customer Service Management Tools