Part-Time Customer Experience Manager | TS/SCI Poly

Steel Point Solutions; Fort Meade (MD); On-site; USD 131,000 - 136,000; Part time

Job summary

Steel Point Solutions is seeking a Customer Experience Manager to oversee and enhance the experience for our clients in a part-time, 1099 independent contractor capacity. The role focuses on managing day-to-day interactions, driving client satisfaction, and implementing engagement initiatives to support growth and retention.

The successful candidate will collaborate with internal teams, monitor KPIs, address issues promptly, and deliver reporting to improve service delivery.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• 5+ years of experience in customer experience management or related roles, with a proven track record of enhancing client satisfaction.
• Candidate must have an Active Top Secret SCI Poly Clearance.

Responsibilities

• Oversee and improve the end-to-end customer experience for clients.
• Serve as primary client contact and resolve inquiries to maintain satisfaction.
• Monitor KPIs and analyze feedback to identify improvement opportunities.
• Collaborate with internal teams to align service delivery with client needs.
• Develop training programs for staff on customer service best practices.
• Identify opportunities for client retention and growth with sales teams.
• Prepare reports on metrics and trends.

Skills

Customer Experience Management

Client Relationship Management

Analytical Skills

Problem-Solving

Process Improvement

Communication

Leadership

Education

Bachelor's degree in Business Administration, Marketing, or a related field

Master’s degree in Business Administration or related field

Job description

Steel Point Solutions is seeking a Customer Experience Manager to oversee and enhance the experience for our clients in a part-time, 1099 independent contractor capacity. The role focuses on managing day-to-day interactions, driving client satisfaction, and implementing engagement initiatives to support growth and retention.

The successful candidate will collaborate with internal teams, monitor KPIs, address issues promptly, and deliver reporting to improve service delivery.