Hybrid Customer Experience & Growth Manager

Stord; Reno (NV); Hybrid; USD 85,000 - 115,000; Full time

Job summary

Stord seeks a Customer Experience Manager I to bridge customers and internal teams, ensuring service solutions meet client needs and drive value. You will optimize experiences, collaborate across ops, IT, and finance, and identify growth opportunities while maintaining financial accuracy.

This onsite role sits in Reno four days a week with one remote day, requiring strong communication, analytical thinking, and enthusiasm for transforming customer journeys at scale.

Qualifications

• Proven experience in customer experience or account management.
• Ability to manage multiple priorities and complex service solutions.
• Excellent communication and relationship-building skills.
• Analytical mindset with attention to detail and problem-solving.
• Experience with financial processes, including auditing invoices and 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

Stakeholder management

Multi-tasking

Analytical mindset

Communication skills

Tools

CRM software

Job description

Stord seeks a Customer Experience Manager I to bridge customers and internal teams, ensuring service solutions meet client needs and drive value. You will optimize experiences, collaborate across ops, IT, and finance, and identify growth opportunities while maintaining financial accuracy.

This onsite role sits in Reno four days a week with one remote day, requiring strong communication, analytical thinking, and enthusiasm for transforming customer journeys at scale.