Client Experience Manager

STAT Recovery Services

3d • Remote

About The Position

The Client Experience Account Manager is responsible for acting as the face of our company to each of our clients and ensuring that we are delivering an exceptional client experience.

Requirements

• 4+ years of experience in a customer experience/client success-facing role. Ideally midsize and above clients
• Direct Retailer (Walmart, Target, Amazon, Kroger) and/or CPG experience
• Experience using a CRM (preferably Hubspot) and/or other project management & dashboard platforms such as Asana, Power BI, Intercom, etc.
• Have a high value around proactive service and proven track record of helping clients address their needs
• Excellent written and verbal communication skills
• Relevant tech and software skills, including but not limited to SAAS products, Slack, G Suite, CRM’s
• Comfortable reviewing data and metrics and communicating those narratives in a clear and concise manner

Nice To Haves

• Experience with data analytics, KNIME, and AP retailer systems/processes

Responsibilities

• Engage, retain and expand your designated BOB
• Develop and maintain close relationships with your clients to ensure that we are meeting and exceeding their expectations across all STAT service offerings
• Maintain frequent contact with your portfolio of clients (approx. 50 accounts) on a regular basis (anywhere from daily, weekly or monthly touch points) depending on service scope via email, phone, and Zoom
• Ownership of the client journey from the Sales > CX handoff and corresponding engagement, retention, expansion and revenue impact
• Detailed internal account management, organization, and communication, along with service execution & monitoring to ensure value, retention, and excellent client experience
• Cross collaboration with internal departments (Sales/Dev/Analysts/Product) to ensure a fluid client experience along with the execution of all client requests, questions, needs, and business goals spanning multiple retailers
• Identify opportunities where we can provide additional value-add services to our clients and internally work with relevant departments to execute

Benefits

• 8% 401k Match eligible to participate in our 401(k) savings and matching funds program, employer match your 401(k) contributions, up to 8% of your salary.
• Employer paid health, dental, and vision benefits for you and your dependents
• Employer paid Short-Term, Long-Term Disability, & Basic Life
• Access to Free Virtual Primary, Urgent, and Mental Healthcare
• Flexible vacation policy
• Remote work environment
• Paid Parental Leave
• Opportunity to travel for Company Wide and Functional Team gatherings

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees