Hybrid Customer Experience Manager for Growth & Strategy

Stord, Inc.; Texas; Hybride; USD 70 000 - 110 000; Plein temps

Résumé du poste

Stord, Inc. is seeking a Customer Experience Manager I to serve as the primary liaison between customers and internal teams, driving service quality and financial accuracy. This onsite role sits in the office 4 days a week with 1 day remote and focuses on optimizing client experiences and account performance.

You will collaborate with operations, IT, and finance to identify growth opportunities and deliver strategic service improvements while ensuring SLAs and invoicing accuracy are maintained.

Qualifications

• Proven experience in customer experience, account management, or a related field.
• 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.

Responsabilités

• 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, and facilitate timely issue resolution for financial accuracy.
• Maintain comprehensive documentation, including meeting notes and action items, to drive account performance and issue resolution.

Connaissances

Customer experience

Account management

Communication

Analytical thinking

Financial processes

Stakeholder management

Description du poste

Stord, Inc. is seeking a Customer Experience Manager I to serve as the primary liaison between customers and internal teams, driving service quality and financial accuracy. This onsite role sits in the office 4 days a week with 1 day remote and focuses on optimizing client experiences and account performance.

You will collaborate with operations, IT, and finance to identify growth opportunities and deliver strategic service improvements while ensuring SLAs and invoicing accuracy are maintained.