Customer Experience & Operations Lead

Stord, Inc.; Blaine (WA); On-site; USD 65,000 - 90,000; Full time

Job summary

Stord, Inc. is seeking a Customer Experience Manager I to be the primary liaison between customers and internal teams, driving service solutions and ensuring alignment with SLAs.

You will play a critical role in delivering a seamless consumer experience across the organization. You will audit invoices, manage accounts receivable, and collaborate with account leadership on business transformation efforts to enhance service processes, operational efficiency, and financial performance.

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 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.

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

SLAs & metrics

Financial processes

Business reviews

Cross-functional

Tools

CRM software

Job description

Stord, Inc. is seeking a Customer Experience Manager I to be the primary liaison between customers and internal teams, driving service solutions and ensuring alignment with SLAs.

You will play a critical role in delivering a seamless consumer experience across the organization. You will audit invoices, manage accounts receivable, and collaborate with account leadership on business transformation efforts to enhance service processes, operational efficiency, and financial performance.