Customer Experience Manager II

What You'll Do

• Serve as the primary liaison between customers and internal teams, ensuring seamless communication and execution.
• Manage client relationships to deliver high-quality service and maintain customer satisfaction.
• Identify and communicate client service requirements, ensuring adherence to SLAs.
• Oversee the implementation of complex service solutions and customer programs.
• Develop strategic plans to drive revenue growth and achieve P&L objectives.
• Identify and pursue new revenue opportunities in collaboration with business development.
• Support business transformation initiatives to enhance service efficiency and financial performance.
• Facilitate customer business reviews to align on service expectations and identify opportunities for improvement.
• Audit invoices, track outstanding A/R, and resolve financial discrepancies.
• Manage contracts and Statements of Work in alignment with client expectations.
• Maintain and grow account revenue while identifying expansion opportunities.
• Collaborate with Account Executives to convert growth opportunities into results.
• Coordinate internal resources to meet performance objectives and customer expectations.
• Oversee account P&L, ensuring financial alignment with company targets.
• Mentor and support junior team members to foster professional development.
• Recommend and implement process improvements to enhance efficiency and service delivery.
• Monitor and report KPIs to track and optimize performance.
• Conduct regular business reviews and client meetings to maintain alignment.
• Lead strategic account planning, setting performance objectives and financial targets.
• Continuously assess customer needs and lead solution development initiatives.
• Collaborate with internal teams to execute new opportunities and service enhancements.
• Maintain comprehensive client records to track progress and sustain growth.
• Develop innovative solutions to complex challenges, driving measurable impact.
• Analyze and refine methods to improve processes and execution.

What You'll Need

• Proven experience in customer experience, account management, or a related field.
• Strong ability to manage multiple priorities and complex service solutions in a fast-paced environment.
• Strategic mindset with experience in revenue growth, P&L management, and business transformation.
• Excellent communication and relationship-building skills to work effectively with internal and external stakeholders.
• Analytical and problem-solving skills to assess client needs and develop effective solutions.
• Experience with financial processes, including auditing invoices, managing A/R, and contract oversight.
• Ability to lead strategic account planning and set performance objectives.

Bonus Points

• Experience in Supply Chain, Warehouse Fulfillment, or E-commerce.
• Familiarity with service-level agreements (SLAs) and operational metrics.
• Background in business transformation initiatives or process optimization.
• Proficiency in CRM or customer service management tools.
• Leadership experience mentoring junior team members.