Hybrid CX Manager: Strategy, SLAs & Growth

Stord, Inc.; Atlanta (GA); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Stord, Inc. is the Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. This role sits onsite in Atlanta with a 4‑day office presence and 1 day remote, driving customer experience improvements and cross‑functional alignment.

You will act as the primary liaison between customers and internal teams, overseeing service solutions, financial accuracy, and strategic client reviews to help grow long-term relationships.

Qualifications

• 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.
• Experience with financial processes, including auditing invoices.
• Ability to lead customer business reviews and provide strategic recommendations.

Responsibilities

• Serve as the main liaison between customers and internal teams to address service needs.
• Identify and communicate client service requirements to cross-functional teams and ensure SLAs.
• Oversee management and implementation of complex service solutions for seamless programs.
• Partner with account leadership on transformation efforts to enhance processes and efficiency.
• Lead customer business reviews with strategic insights and recommendations.
• Audit customer invoices, track A/R, and resolve financial issues.
• Maintain documentation to drive account performance and issue resolution.
• Collaborate to identify and convert growth opportunities into results.

Skills

Customer experience

Account management

Multi-priority management

Communication skills

Analytical mindset

Financial processes

SLAs experience

CRM tools

Tools

CRM software

Job description

Stord, Inc. is the Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. This role sits onsite in Atlanta with a 4‑day office presence and 1 day remote, driving customer experience improvements and cross‑functional alignment.

You will act as the primary liaison between customers and internal teams, overseeing service solutions, financial accuracy, and strategic client reviews to help grow long-term relationships.