Customer Experience Manager

MarketFully Group•Coconut Creek, FL

1d•Hybrid

About The Position

We're looking for a Customer Experience Manager to serve as the trusted operational point of contact for our B2B customers. You’ll help customers unlock the full value of our managed platforms, connectors, and APIs, and ensure an outstanding customer experience from onboarding through ongoing delivery. You’ll work closely with customers and develop deep knowledge of the customer journey across touchpoints. You’ll work with internal teams to deliver on our service commitments, troubleshoot and coordinate technical work, lead solution development, and surface upgrade opportunities when our customers want to enter additional markets or redesign their websites. You’ll be part orchestrator, part problem solver, and most of all a customer champion.

Requirements

4+ years' experience in a customer-facing role, ideally in customer experience, account management, or post-sales B2B operations.
Ability to map and analyze customer pain points, friction, and moments of delight.
Experience with CX frameworks like Net Promoter Score (NPS), CSAT, CES, and Voice of Customer (VoC) programs.
A strong understanding of SaaS platforms, APIs, and data integrations — you are comfortable talking about technology with engineers and customers alike.
Excellent project management and organizational skills — you’re comfortable juggling multiple customers and workstreams.
With a bias toward action, you take ownership of issues and drive them to resolution.
Strong communication and collaboration skills: You know how to build trust across teams and with customers.

Nice To Haves

Deep understanding of translation, localization, and multilingual content operations.
Prior experience working with proxy-based or CMS-integrated localization platforms is a strong plus.

Responsibilities

Understand the goals of our customers and own the delivery experience for assigned customers, ensuring they realize the full value of our platforms, integrations, and API capabilities.
Coordinate cross-functional work related to customer projects, escalations, enhancements, and ongoing support.
Identify opportunities to help customers deliver on their business objectives.
Maintain documentation of customer contacts, pain points, successes, and willingness to be a reference.
Monitor and improve service quality, ensuring we exceed SLAs, key quality-of-service and customer satisfaction metrics.
Collaborate closely with Customer Success, Engineering, QA, Product, and Support to resolve issues, scope work, and align priorities for your customers.
Investigate operational and technical issues related to integrations, performance, invoicing, or unusual behavior — and drive them to resolution.
Communicate proactively with customers about current offerings that could help them reach their goals, any known issues, and educate them on upcoming innovations.
Partner with Finance or Ops teams to support invoicing accuracy and resolve any billing-related questions.
Influence product, marketing, and service teams with customer insights.