Global Customer Experience Manager (Hybrid)

Socket.dev; Somerville (MA); Hybrid; USD 60,000 - 68,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Unlimited flexible leave

Paid federal holidays

Tuition reimbursement

Job summary

Babel Street is seeking a Customer Experience Manager to deliver a positive global customer experience and support retention. This hybrid role is based in Somerville, MA, working with cross-functional teams to ensure customers achieve outcomes from our products and services.

You will be the primary contact for key customers, build strong relationships, and collaborate with customer success, product, marketing, and development to deliver resources and training.

Qualifications

• Bachelor's degree in a relevant field.
• 1+ years in a customer support or customer-facing role.
• Strong communication and interpersonal skills.
• Strong problem-solving and critical thinking skills.
• Willingness to learn new skills and take on challenges.
• Preferred knowledge of API, Elasticsearch, Python.
• Available for some evening/weekend coverage.
• Ability to build and maintain customer relationships.
• Ability to work with cross-functional teams.
• Customer-centric focus and proactive mindset.
• Experience with GetFeedback and Salesforce.
• Some understanding of the Agile Software Development Lifecycle.

Responsibilities

• Assist customers in maximizing value and success throughout the lifecycle.
• Provide L1 support via CRM, email, and phone with cross-functional teams.
• Develop deep understanding of customers' business to advocate for them.
• Collaborate with Sales to identify expansion opportunities.
• Optimize Customer Success processes and systems.
• Measure and track customer satisfaction and success metrics.
• Assist with onboarding and training for new customers.
• Communicate customer needs to relevant teams and resolve issues.

Skills

Communication

Interpersonal skills

Problem-solving

Cross-functional collaboration

CRM knowledge

GetFeedback

Salesforce

Adaptability

Customer-centric

API knowledge

Elasticsearch

Python

Agile basics

Education

Bachelor's degree

Tools

Salesforce

GetFeedback

Job description

Babel Street is seeking a Customer Experience Manager to deliver a positive global customer experience and support retention. This hybrid role is based in Somerville, MA, working with cross-functional teams to ensure customers achieve outcomes from our products and services.

You will be the primary contact for key customers, build strong relationships, and collaborate with customer success, product, marketing, and development to deliver resources and training.