Customer Experience Manager

Tangent Technologies, LLC•Montgomery, IL

20d

About The Position

POSITION SUMMARY: The Customer Experience Manager is responsible for leading and optimizing the end-to-end customer journey, ensuring exceptional service delivery and strong client relationships. This role oversees both Customer Service and Account Management teams, driving operational excellence, customer satisfaction, and retention through strategic initiatives and hands-on leadership.

Requirements

Bachelor’s degree in Business, Marketing, or related field.
5+ years of experience in customer experience, account management, or customer service leadership roles.
Strong leadership and team management skills with a track record of driving performance.
Excellent communication, problem-solving, and relationship-building abilities.
Proficiency in CRM systems and data analytics tools.

Responsibilities

Develop and implement strategies to enhance customer experience across all touchpoints.
Lead and mentor Customer Service and Account Management teams to achieve performance goals.
Establish KPIs and monitor metrics for service quality, response times, and customer satisfaction.
Oversee daily operations of the Customer Service team, ensuring timely and effective resolution of inquiries and issues.
Implement best practices for service delivery, escalation management, and continuous improvement.
Collaborate with internal teams to address systemic issues impacting customer experience.
Guide Account Managers in building strong client relationships and driving retention and growth.
Support strategic account planning and ensure alignment with client objectives.
Monitor account health and proactively address risks or opportunities.
Identify and implement process enhancements to improve efficiency and customer satisfaction.
Leverage CRM and customer engagement tools to streamline workflows and reporting.
Partner with Sales, Operations, and Product teams to ensure a seamless customer journey.
Act as the voice of the customer in internal discussions, advocating for needs and feedback.