Customer Experience Manager-West

Applicants must be authorized to work for any employer in the country in which the role is being hired. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Mark
43’s mission is to empower communities and their governments withnew technologies that improve the safety and quality of life for all. We build powerful, scalable, and elegant software thatsetsa new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team.

We are looking for a Customer Experience Manager to join our growing team. The Mark
43 Customer Experience team is passionate about serving as the client’s voice anddemonstratingthe value of our product offerings. The main goals of the team are to foster product adoption and user satisfaction, assist with change management, capture and contextualize product feedback for our engineering and product teams, track issue resolution, explain new feature enhancements, drive renewals/expansions, and mitigate/prioritize any pain points before they become critical issues.

This is a client-facing role, and you will be working with your clients regularly both in person and virtually. You will be involved in the full spectrum of post-implementation processes and client care. Much of your day to day will be spent learning about our customers’ unique needs and we expect you to absorb information and eventuallydemonstratemastery of a client’s workflows and our product offerings.

You will be the trusted advisor for theclientand the company will lean on you to advocate for the customer's needs to ensure they are getting what they need to be successful.

Must be located in California

What you can expect to work on:

• Advocate for the client to ensure their needs arebeing met.
• Participating in pre-implementation activities toestablishrelationships and domainexpertiseearly in the deployment process.
• Performing post-implementationtasks,on-site with our clients,while working on a dynamic Customer Experience team.
• Collaborating with the Customer Support, Account Management and Implementation teamsto ensure a smooth post-implementation experience for our clients.
• Working with our clients to learn and understand their current workflows.
• Keep diligent records of all client meetings, tasks, and deliverables.
• Seeking out and nurturing relationships with power-users and influencers within client sites.
• Tracking user feedback to help influence the product roadmap andmaintaincommunication with clients to resolve product issues.
• Distributing and ensuring completion of client surveys and ultimately responsible for yourclientsNPS score.
• Collaborate internally to solve complex problems and work on a diversity of tasks in a fast-paced environment.
• Collaborating with first responders, whichis a uniquely satisfying experience.
• Helping to innovate and test new processes to improve efficiency as well as internal and external customer satisfaction.

What we expect from you:

• 5-10 years of account management, customer success, consulting, project management, and/or customer success experience.
• Proven experienceparticipatingin a complex project from start to finish.
• Knowing when toproblem solve, either independently or by asking smart questions of your teammates.
• Outstanding written and oral communication skills
  -you’lloften be writing materials that will go directly to our clients and will need to adjust internal jargon for external.
• Detail oriented and the ability to document and track tasks.
• Excitement about working with cross-functional teams in a matrix organization.
• Ability to multitask and work on multiple projects concurrently.
• Ability to travel up to 50-80% and comfort working directly from…