Customer Experience & Onboarding Lead

Babel Street; Somerville, Northern (MA, KY); Hybrid; USD 60,000 - 68,000; Full time

Benefits offered by this job

Health benefits

401(k) with employer match

Unlimited flexible leave

12 federal holidays

Tuition reimbursement

Job summary

Babel Street in Somerville, MA is seeking a Customer Experience Manager to ensure a positive customer experience and drive retention across global customers. This hybrid role is based in our Somerville office and collaborates with the revenue team to ensure customers achieve outcomes from our products and services.

You will build strong relationships, identify customer needs, and work with customer success, product, marketing, and development teams to develop resources, onboarding, and training

Qualifications

• Bachelor's degree in a relevant field (Business, Computer Engineering, Customer Experience Management).
• 1+ years of experience in a customer support or customer-facing role.
• Strong communication and interpersonal skills.
• Strong problem-solving and critical thinking skills.
• Preferred knowledge of API, Elasticsearch, Python, etc.

Responsibilities

• Assist customers in maximizing value and success with Babel Street products from onboarding through lifecycle.
• Provide L1 support via CRM, email, and phone with cross-functional teams to resolve issues.
• Develop deep understanding of customers' business to advocate for them in product planning.
• Collaborate with Sales to identify opportunities for expansion and partnerships.
• Optimize customer success processes and measure customer satisfaction and success metrics.
• Assist with configuration/setup, onboarding and training for new customers.
• Contribute to development and continuous improvement of customer success systems.

Skills

Communication skills

Problem solving

Customer-focused

Team collaboration

Evening/weekend availability

Customer support experience

API knowledge

Education

Bachelor's degree in Business / related field

Tools

Salesforce CRM

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Job description

Babel Street in Somerville, MA is seeking a Customer Experience Manager to ensure a positive customer experience and drive retention across global customers. This hybrid role is based in our Somerville office and collaborates with the revenue team to ensure customers achieve outcomes from our products and services.

You will build strong relationships, identify customer needs, and work with customer success, product, marketing, and development teams to develop resources, onboarding, and training