Customer Experience Manager

Kaseware, Inc. • Denver, CO

6d • $100,000 - $120,000 • Hybrid

About The Position

Do you love technology and helping organizations utilize that technology to become greater than they thought possible? Are you interested in serving your community and doing your part to keep your community, nation, and planet safe? At Kaseware you will have the chance to do all of that and so much more as a Lead Customer Experience Manager. Kaseware is a company that is changing the world of law enforcement and corporate security forever and, if you are up for a challenge, we would like you to consider helping us make the world a safer place.
As part of our Customer Operations team, you will implement strategies to enhance customer interactions and satisfaction, tracking key performance indicators like Net Promoter Score (NPS) and Customer Satisfaction (CSAT). You will liaise between different department stakeholders and executive leadership to best align projects with overall business objectives, championing the customer perspective in decision-making processes and proposing innovative solutions to enhance the customer experience. Your role encompasses facets of business analysis, client communication, and technical expertise to enable clients to realize the full value of the services or products provided. Our ideal applicant has considerable professional experience in an implementation or project management role.

Requirements

• Excellent problem-solving skills in identifying and resolving customer issues and proactively addressing potential problems.
• Experience working with quality management approaches, techniques, and principles to ensure quality project delivery
• Full understanding of software development lifecycle and best practices
• Strong oral and written communication skills and the ability to present a polished, professional, and diplomatic image to all stakeholders
• Minimum four years experience in the IT field as a senior customer experience or implementation manager to include interactions with customers, project management and development
• Bachelor’s degree in engineering, computer science or related field, or equivalent work experience

Nice To Haves

• Job experience in public safety, law enforcement, CAD, and/or RMS

Responsibilities

• Solution with the client to refine processes and procedures to meet the customer use cases and requirements, post-implementation
• Form scope assessments, define work plans and roadmaps, and oversee groups executing implementation plans
• Liaise between departmental stakeholders and executive leadership to ensure alignment of all systems implementation
• Monitor customers post roll out and create plans detailing insights and potential improvements for future initiatives
• Communicate proactively with all involved personnel to provide encouragement, identify problems, create solutions, and implement efficiency improvements
• Work closely with the development team to prioritize and advocate for customer needs and develop a roadmap for customer requirements
• Work with the Account Management/CSM team to collect and analyze feedback from clients to continuously improve the implementation process and customer satisfaction, tracking key performance indicators like Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
• Learn all facets of the Kaseware solution to provide a deep technical expertise and understand to clients
• Liaise between technical and non-technical teams to translate operational needs into technical solutions
• Champion the customer perspective in decision-making processes and proposing innovative solutions to enhance the customer experience
• Ability to travel up to to 50% of the time

Benefits

• Competitive salary and bonus program in an entrepreneurial environment
• Excellent health, dental, and vision insurance with generous company contribution
• FSAs, HSAs
• Unlimited paid vacation
• 12 paid company holidays
• Paid Sick Time
• Paid Parental Leave
• 401k with company matching
• EcoPass provided for Colorado-based employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level