Client Experience Manager

Traver Companies•Tallahassee, FL

4h•Hybrid

About The Position

Our MISSION is to be the most trust provider of self-storage contact center solutions. Our PHILOSOPHY is that we will achieve our mission by providing overwhelming value in: Customer interactions, Tools/Technologies, Leadership. Our CORE VALUES are to be helpful, friendly and kind in everything we do! Are you ready to take the next step in your career and play a key role in the future of our Client Experience department? We’re excited to announce an opening for a Client Experience Manager. At XPS Solutions providing a helpful, friendly, and kind experience is what we do for our clients and their callers. The ideal candidate for the role of Client Experience Manager will work directly with multiple clients who typically reach out for support via Email, Telephone, or Video Meetings; while also working directly with multiple internal departments using Microsoft Teams, email, call and in person meetings. This is a fun and fast-paced environment with multiple client requests and we've had internal promotions that have create an open position! The person who is the best fit for this role will be someone who is happy when their clients are happy.

Requirements

Helpful, friendly and kind
Reliable/dependable
Goal oriented
Organized
Detailed
Problem solver
High School Diploma / GED
Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) required.
Must be able to speak and read English clearly, professionally, and fluently.
2-5 plus years in customer service role.
3-5 plus years of Account Management, required.
Working with a PC and able to navigate multiple screens simultaneously

Nice To Haves

Associates Degree preferred or equivalent experience in related field.
Bilingual preferred, but not required.
Self-storage experience preferred, but not required.

Responsibilities

Be the primary owner of the relationship with all clients assigned to you, realizing that every single interaction is an opportunity to continue to build and enhance the relationship. We’re looking for clients who love you, and by extension, XPS Solutions!
Handling inbound requests for support from variety of clients and schedule follow up as needed to ensure that all new client launches are completed on time, disconnect and billing updates are submitted on time, and any client concerns are addressed completely and in a timely manner
Meet with existing clients to facilitate new agreements and addendums, renew agreements and upgrade services for existing clients, introduce the support team for new site launches and existing site upgrades. All aspects of the client’s information belong to you, including launch documents, site creation, operational information, and scripting using our proprietary software systems
Meet with all new clients to begin to build the relationship from the very beginning with clear and direct communication, and a sincere desire for their account to be correct.
Meet regularly with new clients throughout the launch process, and at scheduled intervals based on client need to confirm satisfaction of provided services, providing key details and data about the value that XPS is providing for their account.