Client Experience Manager

Essential Functions

• Ability to read, analyze, and interpret construction contracts, construction drawings and specifications, common scientific and technical journals, financial reports, and legal documents.
• Ability to effectively present information to upper management and public groups as necessary both in written and oral formats.
• Communicates effectively in both oral and written English technical language, both in interpreting requirements and providing reports.
• Should possess good customer service abilities and technical support, with refined grammar skills.
• The position may require a lot of interaction with other departments and field employees and outside calls are frequently fielded and must be handled in a professional manner.
• Able to define problems, collect data, establish facts, and draw valid conclusions.
• On occasion the ability to interpret a variety of technical instructions in mathematical or diagram form.

Major Duties & Responsibilities

• Develops and implements operational strategies for national accounts.
• In charge of forecasting, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrections.
• Review and approve cost control reports, cost estimates and resources requirement forecast.
• Review performance against operating plans and standards.
• Provide direction to subordinates regarding interpretation of results and approves changes in direction of plans.
• Overall Responsibility for hiring, developing, and evaluating the service team personnel.
• Initiate or suggest plans to motivate service team to achieve work goals.
• Improve the current processes and procedures.
• Responds to customer concerns to ensure highest level of satisfaction.
• Improve customer service quality results by studying, evaluating, and re-designing processes.
• Establishing and communicating service metrics, monitoring, and analyzing results, implementing changes.
• Collaborate with other departments of the company in establishing and fulfilling responsibility.
• Follows guidelines for the regions to execute national maintenance contracts.
• Coordinate and collaborate with other departments of the company in establishing and fulfilling responsibility.
• Establish guidelines for the regions to execute national maintenance contracts.
• Follows safe and secure practices to safeguard against injury, damage to property and protect confidential information.

Physical Demands & Safety

• Frequent sitting.
• Use hands and fingers to operate equipment, tools, and technology.
• Reach with hands and arms.
• Communicate effectively in person, by phone, and other communication methods.
• Regular travel and walking on active construction sites, including navigating uneven terrain, climbing ladders, and accessing structures that are under construction.
• Occasionally lift or move materials weighing up to 10 pounds on a regular basis and up to 25 pounds occasionally.
• Work is performed in both an office environment and active construction sites.
• The office setting is generally quiet, while construction sites may involve moderate to high noise levels and exposure to typical construction conditions.

Benefits

• Competitive pay.
• Paid vacations & holidays.
• Health benefits.
• Life insurance.
• 401(k) plan with employer match.

Qualifications

• At least 5-7 years’ experience managing a customer relations team, operations, and procurement function.
• A proven track record of developing service and support strategies and improving service within the security & telecom industry.
• Demonstrated success leading service to C-level customers, partners, and publishers.
• Strong administrative skills, well-developed management skills in application of principles and leading people.
• Proven ability to recruit and motivate personnel to balance staffing strength with profitability and growth.