Hybrid Customer Experience Manager — Ops & Finance

Archer; Salt Lake City (UT); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Stord is seeking a Customer Experience Manager I to serve as the primary liaison between customers and internal teams, ensuring smooth execution of service solutions and enhanced customer experiences. This onsite role sits four days a week with one day remote from 8:30am to 5:30pm.

You will partner with operations, IT, and finance to optimize service processes, drive operational efficiency, and maintain financial accuracy while identifying growth opportunities and maintaining strong client

Qualifications

• Proven experience in customer experience or account management.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and stakeholder management.
• Analytical mindset with attention to detail.
• Experience auditing invoices and accounts receivable.
• Ability to lead customer business reviews.

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, 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

Cross-functional

Tools

CRM software

Excel

Job description

Stord is seeking a Customer Experience Manager I to serve as the primary liaison between customers and internal teams, ensuring smooth execution of service solutions and enhanced customer experiences. This onsite role sits four days a week with one day remote from 8:30am to 5:30pm.

You will partner with operations, IT, and finance to optimize service processes, drive operational efficiency, and maintain financial accuracy while identifying growth opportunities and maintaining strong client