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Customer Experience Manager

Customer Experience | New York, NY | Full Time

Job Description

About Us

Unified delivers technology and services to connect marketing data sets and optimize investments across the customer journey. Unified’s software empowers Fortune 500 companies and agencies to drive marketing success in the context of their business goals. The Unified Platform transforms fragmented marketing data into actionable intelligence and real-time activation. Unified has offices in New York City, Los Angeles, San Francisco, and Chicago. For more information, visit www.Unified.com or follow @Unified on Twitter. Unified is an equal opportunity employer.

 

General Description

As Customer Experience Manager (CXM), you will work closely with our clients on software on-boarding, adoption, training, and ultimately, contract renewal cycles.  CXM’s actively drive software use and are always focused on maximizing the return on a customer’s technology investment. CXMs are responsible for ensuring the overall software success for a portfolio of clients.

We are looking for people obsessed with customer satisfaction, and partnering with clients to solve complex social marketing issues.  

 

Responsibilities

  • Be the client lead for new customer on-boarding training, and current customer on-going training, ensuring client-specific software value and benefits are highlighted

  • Continue to onboard new users for your clients and provide continuous training after on-boarding to make sure clients are up to date on Unified’s, newest products and features

  • Work closely with our Customer Success and Sales teams to ensure client satisfaction and provide them with customer usage statistics to secure contract renewals

  • Observe the new client on-boarding process and build a comprehensive client adoption plan to increase customer usage of Unified software

  • Using internal analytics, develop a plan to drive adoption of of Unified products, increasing the number of users per client, logins per user, and time spent within the Unified Platform

  • Help build out a continuous client education programs to demonstrate key Unified product features

  • Escalate common client asks to help shape the near-term and long-term product roadmap for the Unified Platform

  • Exhibit ownership and independent judgment when working with/supporting assigned customer accounts

  • Be the go-between for your clients to our Product and Engineering team, communicating issues and timeline for fixes

  • Help clients measure their advertising campaign success and ROI by utilizing Unified’s software to delivering strategic insights and recommendations that help make them smarter marketers

  • Build positive business relationships with your clients through proactive support, on-site visits, and client education/training

 

Required Skills/Experience

  • 3-5+ years of experience in digital advertising and/or software customer service

  • Expert level understanding of social publisher products

  • Experience with process creation, implementation, and enforcement

  • Relentless curiosity to help solve our clients social marketing problems using the Unified Platform

  • Does not get frazzled by failure or ambiguity, internally or with clients

  • Constantly searches for and brainstorms new solutions to problems

  • A positive attitude when it comes to internal relationships and clients – and stays positive in the face of adversity

  • Naturally curious and always strives for improvement – mistakes are met with the desire to improve themselves, the client, and the company

  • Demonstrated team level leadership by facilitating team meetings or leading team trainings

  • Strong leadership qualities, presentation, communication, and interpersonal skills

  • Exceptional organizational skills with a focus on quality assurance, flawless execution, and scalable process improvement

  • Ability to switch between differing tasks efficiently – from project management to client presentations

  • Works well and stays calm under pressure – especially being able to organize and prioritize multiple responsibilities and client requests