Customer Experience Manager

Steel Point Solutions•Fort Meade, MD

19d•$95 - $100

About The Position

The Customer Experience Manager is responsible for overseeing and enhancing the customer experience for Steel Point Solutions' clients. This role involves managing day-to-day customer interactions, ensuring high levels of satisfaction, and implementing strategies to improve client engagement and retention. The Customer Experience Manager will work closely with internal teams to align service delivery with client expectations and drive initiatives that enhance the overall customer experience.

Requirements

Bachelor’s degree in Business Administration, Marketing, or a related field
5+ years of experience in customer experience management or related roles, with a proven track record of enhancing client satisfaction.
Candidate Must Have an Active Top Secret SCI Poly Clearance

Nice To Haves

Master’s degree in Business Administration, Marketing, or a related field preferred

Responsibilities

Manage and enhance the end-to-end customer experience, ensuring that all client interactions are positive and align with Steel Point Solutions' standards.
Develop and implement strategies to improve customer satisfaction and address any issues or concerns promptly.
Serve as the primary point of contact for clients, addressing inquiries and resolving issues to ensure a high level of client satisfaction.
Build and maintain strong relationships with clients, understanding their needs and preferences to provide tailored solutions.
Monitor key performance indicators (KPIs) related to customer experience, including satisfaction scores, response times, and resolution rates.
Analyze customer feedback and performance metrics to identify areas for improvement and implement actionable strategies.
Evaluate and improve customer service processes and workflows to enhance efficiency and effectiveness.
Collaborate with internal teams to streamline processes and ensure that customer interactions are handled seamlessly.
Prepare and present reports on customer experience metrics, including trends, issues, and improvements.
Maintain accurate records of customer interactions, feedback, and resolutions.
Provide training and support to team members on customer service best practices and company policies.
Develop and implement programs to enhance the skills and knowledge of customer service staff.
Identify opportunities for client retention and growth by understanding client needs and proposing additional services or solutions.
Work closely with the sales and account management teams to support client retention and expand service offerings.
Handle complex or escalated customer issues, working to resolve them in a timely and satisfactory manner.
Implement strategies to prevent recurring issues and improve overall service quality.