Customer Experience Manager, Service Delivery & Growth

Crane NXT, Co.; Pennsylvania; Presencial; USD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Paid time off

Medical insurance

401K plan

Life insurance

Disability benefits

Tuition assistance

Team building activities

Travel opportunities

Childcare discounts

Descripción de la vacante

Crane Payment Innovations, part of Crane NXT, is seeking a Customer Experience Manager for Service. You will own the full customer lifecycle, onboarding new service customers, guiding issue resolution, and driving continuous improvement to reduce churn.

You will coordinate cross-functional teams, monitor customer KPIs, develop action plans for service quality, and build strong relationships with customers. The role requires a college diploma and at least five years in customer service, plus

Formación

• College or University diploma or equivalent.
• At least 5 years in Customer Support/Customer Service.
• Experience as a customer support specialist preferred in a similar environment.
• Proficiency in English.
• Familiarity with customer service software, databases and tools.
• Alignment with company values.

Responsabilidades

• Onboard new service customers using structured project plans.
• Serve as primary escalation point and drive issue resolution.
• Lead cross-functional communication across internal teams.
• Monitor and report on customer KPIs and implement improvement plans.
• Track and manage customer-impacting projects.
• Develop customer action plans for service quality and performance.
• Conduct periodic customer reviews and present updates.
• Use PM and CRM tools to track progress and milestones.
• Identify churn risks and collaborate to retain customers.
• Facilitate internal and customer-facing meetings.
• Coordinate scheduling and field service workflows.
• Drive continuous improvement in processes and service delivery.

Conocimientos

English proficiency

CRM software

Project coordination

Salesforce

Microsoft Office

Team collaboration

Communication

Educación

College diploma

Herramientas

CRM tools

Databases

Payment systems

Descripción del empleo

Crane Payment Innovations, part of Crane NXT, is seeking a Customer Experience Manager for Service. You will own the full customer lifecycle, onboarding new service customers, guiding issue resolution, and driving continuous improvement to reduce churn.

You will coordinate cross-functional teams, monitor customer KPIs, develop action plans for service quality, and build strong relationships with customers. The role requires a college diploma and at least five years in customer service, plus