Customer Experience Manager

Babel Street • Somerville, MA

3d • Hybrid

About The Position

Babel Street is seeking a Customer Experience Manager to deliver a positive customer experience, assist with customer retention, and explore growth opportunities. This role involves providing frontline support to global customers and collaborating with the revenue team to ensure customers achieve their desired outcomes from Babel Street's products and services. The position is hybrid and based in Somerville, MA. The Customer Experience Manager will serve as a primary point of contact for key customers, building and maintaining strong relationships. Responsibilities include identifying and communicating customer needs and concerns to internal teams, working with cross-functional teams to resolve issues and identify solutions, and collaborating with customer success, product, marketing, and development teams to create customer success resources and materials. This role also assists with onboarding and training new customers and requires cross-team collaboration to solve customer-reported issues.

Requirements

• Bachelor's degree in a relevant field (Business, Computer Engineering, Customer Experience Management)
• 1+ years of experience in a customer support or customer-facing role
• Strong communication and interpersonal skills
• Strong problem-solving and critical thinking skills
• A desire to learn new skills and take on challenges
• Ability to build and maintain relationships with customers
• Ability to work effectively with cross-functional teams
• Customer-centric focus – willing to go the extra mile to help our customers

Nice To Haves

• Preferred technical knowledge of api, elasticsearch, python, etc.
• Available for some evening / weekend coverage
• Experience with customer feedback or survey tools (GetFeedback)
• Experience with customer relationship management (CRM) software (Salesforce)
• Some understanding of the Agile Software Development Lifecycle

Responsibilities

• Assist customers in maximizing their value and success with Babel Street products starting with the initial onboarding phase and continuing throughout the entire customer lifecycle
• Hands on support engineer providing L1 support via CRM, email, and phone with cross-functional teams to resolve customer issues and identify solutions
• Develop deep understanding of customers’ business to advocate for customers in product planning and development
• Collaborate with Sales Team to identify and coordinate opportunities for expansion, growth, and potential partnerships to grow the business
• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• Measuring and tracking customer satisfaction and success metrics
• Identify and communicate customer needs and concerns to relevant teams within the organization
• Assist with Configuration/setup, onboarding and training for new customers
• Contribute to the development and continuous improvement of customer success processes and systems

Benefits

• Babel Street covers 85-100% monthly premium costs for Medical, Dental, Vision, Life & Disability insurances – for you and your family!
• Babel Street offers both a Traditional and Roth 401(K) with a very competitive match.
• Unlimited Flexible Leave: We trust our employees to manage their own time and balance their personal and work lives.
• Babel Street provides employees with 12 paid Federal Holidays
• Tuition Reimbursement Program for continuing education.

What This Job Offers

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