Customer Experience Strategist, Cross‑Functional Ops

Stord, Inc.; Hebron Estates (KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Stord is seeking a Customer Experience Manager I in Kentucky to serve as the primary liaison between customers and internal teams. The role focuses on understanding client service needs, ensuring smooth execution of service solutions, and optimizing the customer experience.

This onsite role sits four days a week with one remote day, within 8:30am–5:30pm. You will drive operational efficiency, support business transformation, and maintain financial accuracy while identifying opportunities to

Qualifications

• Experience in customer experience or account management.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and relationship-building skills.
• Analytical mindset with attention to detail.
• Experience with financial processes, including invoicing and accounts receivable.
• Experience leading customer business reviews.

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

Communication

Analytical mindset

Financial processes

Customer reviews

Tools

CRM tools

Job description

Stord is seeking a Customer Experience Manager I in Kentucky to serve as the primary liaison between customers and internal teams. The role focuses on understanding client service needs, ensuring smooth execution of service solutions, and optimizing the customer experience.

This onsite role sits four days a week with one remote day, within 8:30am–5:30pm. You will drive operational efficiency, support business transformation, and maintain financial accuracy while identifying opportunities to