Hybrid Customer Experience Manager: Strategy, Ops & Growth

Stord, Inc.; Salt Lake City (UT); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Stord, Inc. is seeking a Customer Experience Manager I to serve as the primary liaison between customers and internal teams, ensuring service solutions are executed smoothly and customer experience is optimized.

The role involves collaborating with operations, IT, and finance to understand client needs, identify growth opportunities, and maintain financial accuracy. The position sits onsite in the Salt Lake City area with a 4-days-per-week office presence and 1 day remote, operating

Qualifications

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

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

Communication

Analytical thinking

Tools

CRM software

Job description

Stord, Inc. is seeking a Customer Experience Manager I to serve as the primary liaison between customers and internal teams, ensuring service solutions are executed smoothly and customer experience is optimized.

The role involves collaborating with operations, IT, and finance to understand client needs, identify growth opportunities, and maintain financial accuracy. The position sits onsite in the Salt Lake City area with a 4-days-per-week office presence and 1 day remote, operating