Customer Experience Manager

haku•Miami, FL

23h•Hybrid

About The Position

We are looking for a dynamic, high energy, self-starter, who lives and breathes customer service. This candidate will be ready to support both event organizers and their participants and answer any questions they may have. YOUR LIFE AT HAKU Our state of the art, stunning offices overlooking Biscayne Bay in Miami are home to a diverse, thoughtful, and dynamic group of passionate professionals. We love solving challenges, fostering strong relationships with our customers, creating innovative technology, and winning together as a team - we think you'll love it too.

Requirements

2-3 Years of Customer Success or Account Management experience
Detail-oriented with excellent interpersonal, presentation, written, and communication skills
Ability to learn, understand, and use technology
Efficient, highly organized, and can prioritize tasks
Proactive attitude with a passion for providing amazing service and support to every customer
Mastery in pivoting and adjusting to meet the needs of ambiguous situations or environments
Self-Starter with an excellent ability for problem-solving and intellectual curiosity to seek out answers until a topic is fully comprehended
Experience in identifying customer retention risks and building effective risk mitigation strategies
Travel of 5-10% is required as part of the role to support our customer's events

Nice To Haves

College education in Business Administration, Marketing, Communications, Accounting or Finance is preferred.
Master's Degree is preferred but not required.

Responsibilities

Manage a portfolio of enterprise event organizations and monitor events’ success
Build strategic partnerships with key customers by being a trusted partner and subject matter expert in all haku products, features, and services
Identify opportunities to deepen customer relationships across the customer lifecycle
Answer customer questions, resolve problems, and maintain customer satisfaction by providing problem-solving resources and partnering with other subject matter experts within the organization
Provide comprehensive training to both new event organizers during the onboarding process and existing customers, covering all haku products, including any new features and updates
Contribute to the development of haku’s customer experience process documentation and tools/templates
Document customer feature requests and work closely with engineering and product teams to prioritize incoming requests
Work cross-functionally on projects with various teams across the organization
Collaborate with Participant Support, Product, Engineering, Business Development, and other internal teams by effectively utilizing internal tools to address and resolve issues
Ability to pull, summarize, and appropriately share insights with customers and cross-functionally

Benefits

Flexible PTO + paid holidays
Top-quality benefits package (Health, Dental, Vision, STD, LTD, and Life Insurance)
401k with employer matching (after 90 days)
Hybrid work model
Parental Leave: paid parental leave for birthing and non-birthing parents (after 1 year)
Professional Development Reimbursement (after 6 months)
Monthly credit towards wellness activities (gym, meal plans, mental health costs)
Free access to wellness subscriptions, mental health and financial planning platforms
Discounted rates for pet insurance and voluntary life insurance and exclusive employee discounts through Perkspot
Company-paid parking in the heart of Brickell
State-of-the-art Apple computer and accessories
Wellness activities, happy hours, and company-wide fun events
Top-of-the-line office facilities, including an on-site gym and wellness center, fully stocked kitchen, and more