This is a remote position with the expectation of travel to client sites, attend industry events, or collaborate with the team as needed
Reports to: Head of Operations
Supervisory duties: Yes
Why We Are Hiring For This Role
The Senior Client Experience Manager is essential to Chexology’s Client Success team. In this pivotal role, you'll spearhead the establishment of a cohesive framework that encompasses client onboarding, product support, and feedback management, fostering a first-class journey for our customers. Your core responsibility will be to deeply understand our clients' unique needs and preferences, enabling you to tailor our solutions accordingly. You'll conduct comprehensive training sessions and develop standard operating procedures tailored to each client, ensuring their successful integration and utilization of our products. Collaborating closely with the product, design, and operations teams, you'll create project plans for our largest clients to ensure seamless rollouts while identifying opportunities to drive new business growth.
This Opportunity Is Perfect For You If You
Enjoy building strong relationships and guiding clients
Are passionate about analyzing data and identifying trends to inform decision-making
Take pride in creating personalized communication strategies
Responsibilities Include, But Are Not Limited To
Implementation (50%)
Lead a comprehensive overhaul of our client onboarding and implementation procedures to enhance the client journey from initial contact to successful product adoption
Work with clients to scope out implementation requirements and objectives accordingly
Define clear ownership for each stage of the implementation process and develop detailed project plans with timelines to ensure efficient and successful client rollouts
Create standardized operating procedures (SOPs) for client implementations, including modular components that can be customized to meet specific client requirements
Design and implement automation strategies for client communication during the implementation process to ensure consistent and timely updates
Coordinate with the product, design, and operations teams to maximize product capabilities and user experience
Proactively identify risks and issues that could impact implementation success and develop mitigation plans accordingly; Escalate potential issues and advocate client needs
Provide mentorship and coaching to team members, fostering a culture of continuous learning and professional growth
Client Development (25%)
Serve as a trusted advisor to our key clients, working collaboratively with them and our team to tackle complex challenges while also providing comprehensive education on our solutions and best practices
Identify client stakeholders and key players to boost enthusiasm and develop champions
Promote new features and drive revenue growth by demonstrating their functionality through live demos and providing thorough training sessions
Work in collaboration with our sales teams to expand within specific client portfolios
Performance Tracking (25%)
Establish key performance indicators (KPIs) to measure client satisfaction during and post-implementation
Monitor and analyze usage to reduce churn and offer clients business insights
Work with clients to generate case studies and utilize insights to improve our offerings
Experience
4+ years of CXM (or relevant) experience in a SaaS organization
Management experience overseeing a small team
Track record of success in building strategic relationships
Proactive communication skills that drive engagement
Strong project management abilities
Strong understanding of CRM software and customer engagement tools
Ability to work well on a cross-functional team
Self-learner, relentless determination, passion, and execution
Transparency, low ego, and coachability
Research shows that while men apply to jobs if they meet ~60% of the criteria, women and those in historically excluded groups tend to apply only if they check all the boxes. So, if you think you have what it takes but don’t meet every point above, please still apply. We’d love to chat and see if you could be a great fit!
Want to know what it is like to work at Chexology?
Chexology is a global tech company headquartered in New York City. As seen on ABC’s Shark Tank, our patented software disrupts the hospitality industry by eliminating paper claim tickets (think coat check, luggage check, rentals, and valet services). Our simple-to-use mobile app has tackled some colossal hospitality challenges for institutions like Nike, Hilton Hotels, Mercedes Benz, American Express, The US Open, and Delta Airlines. We work closely with museums, concert venues, sports stadiums, and hotels, just to name a few.
Behind these unique hospitality tools lies a close-knit team of individuals from all walks of life. We value our supportive work environment, approachable leadership, and community of respectful colleagues. Each day, we work together by sharing our passion, life experience, and creativity in building meaningful software that enriches people’s lives all over the world.
Chexology believes it's our responsibility to build a workforce reflective of our diverse society. We are committed to treating everyone equitably, acting with kindness, and leaving a positive impact on the world. To uphold these values, we've established a Diversity & Inclusion Committee to foster an inclusive culture. This initiative will not only enable us to achieve more as a company but also enhance our relationships with customers.
Perks
The position is remote, with some travel responsibilities (for client visits, conferences, occasional company get-togethers, etc.).
Medical, dental, and vision insurance with a $400/month employer contribution
401k plan
Holiday office closures
Flexible PTO
Company-supplied laptop
The Interview Process
Interview with Talent Lead
Interview with the Hiring Team
Final Interview with Founder & CEO
Reference Check
Offer
Equal Opportunity Employer
Chexology is committed to creating a diverse environment and is proud to be an equal-opportunity employer. No employee or applicant will face discrimination or harassment based on race, ethnicity, immigrant status, color, religion, age, gender, gender identity, marital domestic partner status, sexual orientation, disability status, or veteran status.
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Business Development and Sales
Industries
Hospitality
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