Customer Experience Manager

AgileGrid Solutions; United States; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Retirement savings plan

Professional development & training

Job summary

Stord is seeking a Customer Experience Manager I to join our team. You will act as the main liaison between clients and internal departments, ensuring the seamless execution of service solutions and fostering long-term customer relationships.

You will work with cross-functional teams to identify growth opportunities, provide strategic insights, and drive continuous improvement of service delivery standards.

Qualifications

• Experience in customer experience or account management.
• Strong communication and relationship-building skills.
• Analytical mindset with keen attention to detail and problem-solving capabilities.
• Experience with invoicing and accounts receivable processes preferred.
• Background in supply chain, warehouse fulfillment, or ecommerce is advantageous.

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 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

Strong communication

Problem-solving

Job description

About The Company

Stord is a leading technology-driven logistics and supply chain company dedicated to transforming the way brands manage their fulfillment and delivery operations. Headquartered in Atlanta, Georgia, with facilities across the United States, Canada, and Europe, Stord leverages innovative software solutions and extensive fulfillment infrastructure to enable seamless commerce experiences. The company serves a diverse portfolio of clients, including prominent DTC and B2B brands such as AG1, Native, and quip, helping them improve operational efficiency, enhance customer satisfaction, and scale their businesses effectively. Backed by top-tier investors including Kleiner Perkins, Franklin Templeton, and Salesforce Ventures, Stord is poised for rapid growth and industry leadership in the logistics space.

About The Company

Stord is a leading technology-driven logistics and supply chain company dedicated to transforming the way brands manage their fulfillment and delivery operations. Headquartered in Atlanta, Georgia, with facilities across the United States, Canada, and Europe, Stord leverages innovative software solutions and extensive fulfillment infrastructure to enable seamless commerce experiences. The company serves a diverse portfolio of clients, including prominent DTC and B2B brands such as AG1, Native, and quip, helping them improve operational efficiency, enhance customer satisfaction, and scale their businesses effectively. Backed by top-tier investors including Kleiner Perkins, Franklin Templeton, and Salesforce Ventures, Stord is poised for rapid growth and industry leadership in the logistics space.

About The Role

Stord is seeking a Customer Experience Manager I to join our dynamic team. In this role, you will act as the primary liaison between our valued clients and internal departments, including operations, IT, and finance. Your primary responsibility will be to understand client service needs, ensure the seamless execution of service solutions, and optimize overall customer experience. This position offers a unique opportunity to influence operational processes, support business transformation initiatives, and foster long-term customer relationships. You will work closely with cross-functional teams to identify growth opportunities, provide strategic insights, and contribute to the continuous improvement of our service delivery standards.

Qualifications

The ideal candidate will have proven experience in customer experience, account management, or related fields. Strong communication and relationship-building skills are essential to effectively collaborate with internal teams and external clients. You should possess an analytical mindset with keen attention to detail and problem-solving capabilities. Experience with financial processes, including invoice auditing and accounts receivable management, is preferred. Additionally, the ability to lead customer business reviews and deliver strategic recommendations is highly valued. A background in supply chain, warehouse fulfillment, or ecommerce is advantageous, along with familiarity with service-level agreements (SLAs) and operational metrics.

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.

Benefits

Stord offers a competitive compensation package along with comprehensive benefits designed to support your professional and personal growth. Employees enjoy health insurance plans, including medical, dental, and vision coverage, as well as retirement savings options. The company promotes a collaborative and inclusive work environment with opportunities for ongoing training and development. Additional benefits may include flexible work arrangements, paid time off, and access to cutting-edge technology and resources to facilitate your success in the role. At Stord, we prioritize work-life balance and employee well-being, ensuring our team members are motivated, engaged, and equipped to excel.

Equal Opportunity

Stord is an equal opportunity employer committed to fostering an inclusive environment for all employees. We celebrate diversity and are dedicated to creating a workplace that respects and values individual differences. All employment decisions are made without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or any other protected status. We believe that diverse teams drive innovation and success, and we welcome applicants from all backgrounds to join our mission of transforming logistics and supply chain management.