Customer Experience Manager

Summary

The Customer Experience Manager leads the Customer Care and Technical Support teams. This role requires a dynamic, results-driven manager that is focused on delivering exceptional service, driving team performance, and ensuring customer satisfaction. The ideal candidate will have a blend of customer service expertise and technical knowledge, with a passion for mentoring and developing team members. The CEM works in fast-paced environments, deals with people of diverse backgrounds and temperaments, processes information quickly enabling quick decision making, and maintains full knowledge of the products/services the company offers.

The CEM and their team represent the voice of the customer collaborating with all areas of the company designing, developing and delivering programs that benefit both our customers and Server.

Essential Duties and Responsibilities

• Lead, mentor, and develop a diverse team of customer care and technical support professionals.
• Foster a collaborative and positive team environment that encourages continuous improvement.
• Oversee customer interactions to ensure high-quality service and satisfaction.
• Develops & implements best practices for customer engagement and support, ensuring a seamless experience across all channels.
• Analyze customer feedback and service metrics to identify areas for improvement.
• Manage the technical support team, ensuring timely and effective resolution of technical issues.
• Collaborate with product development and engineering teams to communicate customer needs and technical challenges.
• Develop and implement processes and procedures that enhance the efficiency and effectiveness of customer and technical support.
• Utilize data analytics to monitor team performance and customer satisfaction levels.
• Collaborate with cross-functional teams to drive initiatives that improve customer experience and support services.
• Performs other duties or responsibilities as requested or required.

Job Skills Requirements

• Bachelor's degree in communications or business administration (preferred)
• 5+ years of experience in customer service/technical support with 2+ years in a managerial position
• Strong leadership skills with a proven ability to motivate and develop teams.
• Excellent problem-solving and analytical skills, with a customer-focused mindset.
• Strong but empathetic people skills.
• Excellent attention to detail, judgement, and discretion.
• Understanding of marketing, sales and Server Products offering.
• Critical-thinker, problem-solver with strong communication skills.
• Possess working knowledge of CRM systems. Salesforce is a plus.
• Proficient in use of MS Office, especially Word and Excel.

Benefits

• Five (5) weeks PTO
• Ten (10) Paid Holiday
• Three (3) days Paid to Volunteer
• Robust 401(k) with up to 6.0% Company Contribution/Match
• Exceptional health care benefits