Customer Experience Manager

• Act as the main point of contact between customers and internal teams to address service needs and ensure business alignment.
• Identify and communicate client service requirements to cross-functional teams, ensuring effective execution and adherence to SLAs.
• Oversee the management and implementation of complex service solutions to ensure seamless customer program execution.
• Partner with account leadership on business transformation efforts to enhance service processes, operational efficiency, and financial performance.
• Lead and coordinate customer business reviews, offering strategic insights and recommendations for service improvement.
• Audit customer invoices, track outstanding accounts receivable (A/R), and facilitate timely issue resolution for financial accuracy.
• Maintain comprehensive documentation, including meeting notes and action items, to drive account performance and issue resolution.
• Collaborate with management to identify and convert growth opportunities into tangible results.

• Proven experience in customer experience, account management, or a related field.
• Strong ability to manage multiple priorities and complex service solutions in a fast-paced environment.
• Excellent communication and relationship-building skills to work effectively with internal and external stakeholders.
• Analytical mindset with attention to detail and problem-solving capabilities.
• Experience with financial processes, including auditing invoices and managing accounts receivable.
• Ability to lead customer business reviews and provide strategic recommendations.
• Experience in Supply Chain, Warehouse Fulfillment, or Ecommerce.
• Familiarity with service-level agreements (SLAs) and operational metrics.
• Background in business transformation initiatives or process optimization.
• Proficiency in CRM or customer service management tools.

Demonstrates expertise in customer experience and account management, with a strong focus on managing complex service solutions and financial processes. Proven ability to lead business reviews and drive operational efficiency through strategic insights and collaboration.

• Customer Experience Management
• Account Management
• Financial Process Management
• Service-Level Agreement (SLA) Adherence
• Business Transformation Initiatives

• Auditing Invoices
• Accounts Receivable Management
• Service Solution Implementation
• Operational Metrics Analysis
• Process Optimization

• Excellent Communication
• Relationship-Building
• Analytical Mindset
• Problem-Solving
• Multi-Priority Management

• Supply Chain
• Warehouse Fulfillment
• Ecommerce

• CRM Tools
• Customer Service Management Tools