Customer Experience Manager

We are looking for an ambitious, customer focused leader with a proven track record to assist with implementation, support, success, and services teams. Our ideal Customer Experience Manager candidate will be compassionate, data-driven, organized and strategic minded. This person will be empathetic and passionate about working with customers. Equally, this person will assist this growing team while developing and executing strategic decisions and be held accountable to company aligned goals based on measurable customer success metrics. This person will report to our Director of Customer Experience and Success and exceed customer expectations and retention goals across all active markets.

The Client Experience and Success team is responsible for developing client relationships that promote retention and loyalty while ensuring that our clients derive maximum value from GFI Digital’s solutions and services. As a team, we are on a mission to transform each client’s experience, while becoming an industry-leading Managed Services Provider. We are looking for passionate client advocates who are willing to drive change and help their customers achieve great things.

The Customer Experience and Success Manager will be assisting leadership across core Customer Experience functions including Client Success, Product, Operations, Finance & Procurement, Sales, and Consulting & Solution Architecture. You will drive strategic programs, Customer Experience operations, analytics & reporting, systems & processes.

We’re looking for a leader who has strategic experience but still hands on and tactical. You should be able to work seamlessly across the organization, influence decisions, and work across all levels of associates within GFI Digital to collaborate to improve the overall experience. You should be excited to dig into the data and make recommendations that will drive customer satisfaction and retention, implement customer research methods to ensure GFI Digital is building cutting edge, client-facing tools and apply data and insights in a way that tells a story both internally and externally.

What you will do:

- Serve as a lead for creating exceptional experiences for GFI Digital clients

- Improving the overall Customer Experience, focusing on client analytics, client reporting, onboarding, creating differentiating experiences for our clients and designing our conversations to be more consultative and outcome focused

- Supporting the Client Success organization by developing deliverables/templates designed to create more consultative conversations with clients, enablement and training to help the Client Success team be more consultative

- Prioritizing and leading Customer Experience improvement initiatives

- Implementing customer advocacy (e.g. reference ability programs, customer satisfaction measurements, community engagement, etc.)

- Drive analytics to deliver the desired Customer Experience (e.g. customer health, predictive analytics, usage, etc.)

- Conduct onsite Quarterly Business Reviews with Clients that will be assigned by the Director.

What you will bring:

- 5+ years of relevant IT work experience, preferably in the Managed Service Provider (MSP) industry

- 3+ years of experience in a Customer Success position preferred

- 3+ years of technical experience with desktops, security, networking, storage and software licensing

- Passionate about the Customer Experience and how it can transform businesses

- Exceptional analytical and problem-solving skills with demonstrated ability in managing multiple priorities and/or projects and meeting deadlines

- Experience with all stages of the customer lifecycle from on-boarding, through implementation, to support

- Ability to work well across functions, and lead through persuasion, negotiation, and consensus building

- Proven experience working with C-level Client executives regularly. Excellent client relationship, team leadership and delivery skills with the demonstrated ability to communicate effectively throughout all levels of an organization.

- Motivated, goal oriented, persistent and a skilled negotiator with proven track record of driving change with clients

- Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications, and automation

- Self-starter who works well under pressure, has great judgment, and knows how to prioritize and handle multiple deliverables to meet tight deadlines

What else would be great:

• Trustworthy: You can be trusted with the most sensitive of data
• Multi-tasker: You are happiest when you are working on many things at once
• Entrepreneurial: You have passion, drive and are not afraid to take risks; you thrive in fast-paced, dynamic growth environments.
• Collaborator: You can “rally the troops” on a wide-variety of tasks/subjects. Your colleagues see you as an ally.
• Efficient with limited resources: You are self-sufficient and resourceful
• Strong communicator: You can effectively communicate, both verbally and in writing, adjusting to your audience and to different perspectives.

· Experience with ConnectWise or another business management platform

· Flexibility for travel (up to 20%)

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• 401(k) matching
• Life insurance
• Employee discount
• Paid time off immediately available upon hire
• Hybrid Schedule