Customer Experience Manager-West

Mark43; California; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Mentorship from experienced team

Cross-team collaboration

Development opportunities through Ud e

Public-safety mission & impact

Job summary

Mark43, Inc. is hiring a Client Experience Manager to act as the client’s voice, drive product adoption, manage change, and translate feedback to our engineering and product teams.

The role is client-facing, involving on-site and virtual work with a focus on understanding client workflows and delivering exceptional post-implementation support.

Qualifications

• 5–10 years of account management, customer success, consulting, project management, and/or customer success experience.
• Experience participating in a complex project from start to finish.
• Outstanding written and oral communication skills.
• Ability to travel up to 50-80% and work on client sites.
• Comfort working in a matrix organization.

Responsibilities

• Advocate for the client to ensure their needs are met.
• Participate in pre-implementation activities to establish relationships and domain expertise early in the deployment process.
• Perform post-implementation tasks on-site with our clients while working on a dynamic Customer Experience team.
• Collaborate with the Customer Support, Account Management and Implementation teams to ensure a smooth post-implementation experience for our clients.
• Work with our clients to learn and understand their current workflows.
• Keep diligent records of all client meetings, tasks, and deliverables.
• Track user feedback to influence the product roadmap and communicate with clients to resolve issues.
• Collaborate internally to solve problems and support a fast-paced environment.

Skills

Account management

Customer success

Project management

Communication skills

Job description

Applicants must be authorized to work for any employer in the country in which the role is being hired. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Mark43’s mission is to empower communities and their governments withnew technologiesthat improve the safety and quality of life for all. We build powerful, scalable, and elegant software thatsetsa new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team.

We are looking for a Customer Experience Manager to join our growing team. The Mark43 CustomerExperienceteam is passionate about serving as the client’s voice anddemonstratingthe value of our product offerings. The main goals of the team are to foster product adoption and user satisfaction, assist with change management, capture and contextualize product feedback for our engineering and product teams, track issue resolution, explain new feature enhancements, drive renewals/expansions, and mitigate/prioritize any pain points before they become critical issues.

This is a client-facing role, and you will be working with your clients regularly both in person and virtually. You will be involved in the full spectrum of post-implementation processes and client care. Much of your day to day will be spent learning about our customers’ unique needs and we expect you to absorb information and eventuallydemonstratemastery of a client’s workflows and our product offerings. You will be the trusted advisor for theclientand the company will lean on you to advocate for the customer's needs to ensure they are getting what they need to be successful.

Must be located in California

What you can expect to work on:

• Advocate for the client to ensure their needs arebeing met.
• Participating in pre-implementation activities toestablishrelationships and domainexpertiseearly in the deployment process.
• Performing post-implementationtasks,on-site with ourclients,while working on a dynamic CustomerExperienceteam.
• Collaborating with theCustomer Support, AccountManagementand Implementation teamsto ensure a smooth post-implementation experience for our clients.
• Working with our clients to learn and understand their current workflows.
• Keep diligent records of all client meetings, tasks, and deliverables.
• Seeking out and nurturing relationships with power-users and influencers within client sites.
• Tracking user feedback to help influence the product roadmap andmaintaincommunication with clients to resolve product issues.
• Distributing and ensuring completion of client surveys andultimately responsiblefor yourclientsNPS score.
• Collaborate internally to solve complex problems and work on a diversity of tasks in a fast-paced environment.
• Collaborating with firstresponders, whichis a uniquely satisfying experience.
• Helping to innovate and test new processes to improve efficiency as well as internal and external customer satisfaction.

What we expect from you:

• 5-10 years of account management, customer success, consulting, project management, and/or customer success experience.
• Proven experienceparticipatingin a complex project from start to finish.
• Knowing when toproblem solve, either independently or by asking smart questions of your teammates.
• Outstanding written and oral communication skills -you’lloften be writing materials that will go directly to our clients and will need to adjust internal jargon for external.
• Detail oriented and the ability to document and track tasks.
• Excitement aboutworking with cross-functional teams in a matrix organization.
• Ability to multitask and work on multiple projects concurrently.
• Ability to travel up to 50-80% and comfort working directly from client sites.
• Willingness tooperateoutside of assigned projects andpitch inwherever necessary.
• Interest in working with a public sector client, such as law enforcement (LE), at the local, state, or federal level.
• Experience providing (while comfortable also receiving) feedback across levels of leadership and peers.
• A change champion able to adapt to changing processes and needs whilecomfortableasking questions and creating dialog.

What you can expect from us:

• Mentorship from experienced Customer Experience team members.
• Constant collaboration withnumerousMark43 teams, including Customer Support, Implementation, Product, Engineering, and Executive leadership.
• Building mission critical and socially responsible software to enable first responders to better serve their communities.
• A team that respects and embraces your ideas andexpertise.
• Coworkers that are motivated by pursuing excellence, rather than the prospect of personal gain.
• A workplace dedicated to supporting and bettering public safety and government agencies.
• An effort to balance autonomy and guidance.
• The chance toparticipatein development opportunities, including through services like Udemy, from day one.

Mark43 is approved to hire in Canada, the UK, and 36 U.S. states, including Alabama, Arizona, California (excluding San Francisco), Colorado, Connecticut, Washington D.C., Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Massachusetts, Maryland, Maine, Michigan, Minnesota, Missouri, North Carolina, Nebraska, New Hampshire, New Jersey, New Mexico, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Vermont, Washington, Wisconsin, and West Virginia. Before applying to a remote role, please ensure that you are able to perform the position in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.

Our Privacy Notice describes how Mark43 uses and protects the personal information of prospective employees during the recruitment process. It informs you about our handling of the personal information you provide to us when you apply for a position in our organization and in general when you express your interest in joining our team.

As a part of Mark43's security measures all employees must: Engage in appropriate use of the company's electronic information resources; Become knowledgeable about and follow relevant security policies and guidelines; Protect the resources under their control, such as passwords, computers, and data that they create, receive, or download; and Promptly report security-related incidents and violations, and responding to official reports of security incidents involving their systems or accounts.

Mark43 is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed, please email [e-mail] requesting the accommodation.

Mark43 is the trusted leader in public safety technology, providing a secure, all-in-one platform for agencies to save time, stay compliant, and ensure community safety.