Strategic CX & Growth Manager

Stord, Inc.; Hebron Estates (KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Stord, The Consumer Experience Company, is seeking a Customer Experience Manager I to serve as the main liaison between customers and internal teams (operations, IT, finance). You will understand client service needs, ensure smooth execution of service solutions, and drive ongoing improvements to the customer experience.

By collaborating with cross-functional partners, you will identify growth opportunities, audit invoices, and help realize value across renewals and expansions.

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

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

prioritisation

communication

analytical thinking

accounts receivable

Tools

CRM software

Job description

Stord, The Consumer Experience Company, is seeking a Customer Experience Manager I to serve as the main liaison between customers and internal teams (operations, IT, finance). You will understand client service needs, ensure smooth execution of service solutions, and drive ongoing improvements to the customer experience.

By collaborating with cross-functional partners, you will identify growth opportunities, audit invoices, and help realize value across renewals and expansions.