Customer Experience Regional Manager

Datawatch Systems, Inc•Bethesda, MD

16d•$75,000 - $90,000

About The Position

The Customer Experience Regional Manager ensures customers receive a high-quality experience and leads and develops a team of Customer Experience Account Managers. The role manages staff against established group metrics, with a focus on customer satisfaction, and has oversight and influence over assignment of the regionalized team within the assigned region. Reporting to the Director of Customer Experience, the manager fosters a collaborative, high-performing team, engages with Datawatch subject matter experts and customers to understand needs, and supports customer satisfaction, upselling, and cross-selling. The manager trains staff, contributes to departmental KPIs, and monitors performance and delivery. The position is based in Bethesda, Maryland, involves 20–35% travel, and pays $75,000–$90,000. Applicants must be willing to undergo drug screening and a criminal background check.

Requirements

At least 4 years of experience in Customer Service, Customer Experience, or Customer Success teams, with a proven record of high customer satisfaction.
At least 2 years of hands-on experience in a customer-facing technical role.
Demonstrated ability to drive and execute a strategic customer support plan.
Proven track record of strengthening and driving revenue growth through strategic customer engagements and account renewals.
Compassion for customer and team experiences, with an authentic customer-service mindset focused on innovation and continuous improvement.
Strong communication and presentation skills, including the ability to articulate complex ideas.
Ability to lead through change and maintain a strategic focus on customer success and business objectives in a dynamic, fast-paced environment.
Strong organization and attention to detail, including the ability to work under pressure.
Proven ability to collaborate across functional teams.
Prior customer service or account management experience.
Strong presentation and customer skills, with the ability to establish credibility.
Excellent writing and speaking skills.
Strong skills with Microsoft Suite tools.
Willingness to submit to drug screening and criminal background check.

Nice To Haves

Bachelor’s degree preferred.
Experience in commercial real estate is a plus.

Responsibilities

Develop policies and procedures for Customer Experience.
Monitor and report on group KPIs.
Establish a training outline for team members.
Collaborate with internal Datawatch departments and Accounting.
Lead departmental projects as assigned.
Liaise with Onboarding and Account Management leads and team members.
Liaise with Product Development to fulfill client and internal needs.
Suggest continuous-improvement efforts and foster innovation to enhance customer experiences, stimulate business growth, and ensure adherence to processes and strategies.
Create a cohesive, collaborative team environment across the group.
Act as a project manager, ensuring accountability and timely execution of customer inquiries.
Work outside standard business hours when needed to support customer inquiries and business needs.
Travel for extended periods when required.
Perform additional duties as assigned.