On behalf of Tipalti, SD Solutions is looking for a talented Customer Experience Manager to step onto a fintech unicorn rocketship!
SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.
A Customer Experience Manager (CXM) is a role that bridges the gap between a company's technical team and its clients. CXMs typically work in the technology or software industry and are responsible for providing personalized support, guidance, and technical expertise to clients. Their primary goal is to ensure that clients' technical needs are met and that they receive maximum value from the products or services they've purchased.
Responsibilities:
- Client Relationship Management: CXMs establish and maintain strong relationships with clients. They serve as the main point of contact for technical matters and act as a liaison between clients and the internal teams
- Technical Expertise: CXMs possess in-depth knowledge of the company's products, services, and technologies. They understand the technical aspects of the offerings and can effectively communicate and troubleshoot technical issues.
- Needs Assessment: CXMs work closely with clients to understand their unique technical requirements and business goals. Based on this understanding, they provide recommendations and solutions that align with the client's needs.
- Customization and Integration: Depending on the client's needs, CXMs may assist in customizing and integrating the company's products or services into the client's existing systems and workflows.
- Issue Resolution: When technical issues arise, CXMs provide timely and effective troubleshooting support. They collaborate with internal teams to ensure swift issue resolution.
- Proactive Support: CXMs anticipate potential technical challenges and provide proactive guidance to prevent issues from occurring. This can include best practices, optimization strategies, and regular check-ins.
- Training and Education: CXMs educate clients on how to use the products or services effectively. They may provide training sessions, workshops, and documentation to ensure clients are empowered to utilize the offerings to their fullest potential.
- Account Growth and Expansion: CXMs identify opportunities for upselling or cross-selling additional products or services that align with the client's evolving needs.
- Performance Tracking: CXMs monitor the performance of the products or services for each client and provide regular reports on usage, trends, and outcomes.
- Collaboration: CXMs collaborate with various internal teams, such as sales, product development, and support, to ensure a seamless customer experience.
- Overall, a Customer Experience Manager plays a crucial role in ensuring that clients receive exceptional technical support and achieve their desired outcomes with the company's products or services. The specific responsibilities and qualifications for this role may vary depending on the company and industry.
Requirements:
- Experience with Netsuite / QuickBooks or other ERP systems, and knowledge of accounting is a big plus.
- Ability to clearly articulate solutions to complex technical issues, post-investigation.
- Ability to manage high ticket volumes with proven ability and willingness to learn new skills.
- Ability to prioritize, multi-task, and perform effectively under pressure.
- This is a hybrid position and requires you to be in the office Monday, Tuesday, and Thursday.
Advantages:
- Experience in working with Zendesk, Salesforce, JIRA, etc.
- Experience with Payments / Fintech.
- Experience in an enterprise software or SAAS company.
- Ability to read database tables using SQL queries.
About the company:
It is a global payables automation platform that provides a cloud solution to scale and automate global payables operations. The startup has already raised $565M funding.
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