Sr. Customer Experience Manager


Job Description

The MessageBroadcast Sr. Customer Experience Manager is responsible for strategic service management of key accounts.  You must clearly articulate, inspire and deliver on the MessageBroadcast value propositions. As a trusted advisor and coach, you are the post-sales success leader for assigned accounts and provide customers with a deliverable success blueprint. This role is a senior individual contributor with proven skills to build relationships, manage large programs, provide continuity of leadership, develop communication plans, ensure high levels of client engagement, drive continual improvement and ensure the success of our customers.

 

Responsibilities

  • Provide expertise and experience dealing with large, complex accounts at the most senior business C-levels

  • Translate strategy into tactical execution through clear objectives, prioritization and assignment of responsibilities

  • Communicate a compelling vision for the account and drive the processes needed to deliver the solutions

  • Provide knowledge of product and platform features, capabilities and best practice

  • Manage and lead virtual teams including regular communication and feedback

  • Anticipate future trends accurately while maintaining broad knowledge and perspective on assigned accounts

  • Create plans for remediation of issues as needed including mobilizing internal and external resources

  • Prioritize, multi-task, and perform effectively under pressure

 

Client Interaction

  • Understand customer business, define potential opportunities and nurture relationship with assigned accounts

  • Foster honest dialog at executive-level with the ability to effectively navigate, drive business and mediate issues

  • Commit MessageBroadcast to delivering value to customer by providing excellence of service

  • Align service offerings appropriately to the customer’s most important and high impact solution requirements

  • Manage client expectations and be proficient in selling and up-selling

  • Provide complex and detail oriented business and data analyses to clients for the purpose of increasing the value of that data for return on investment and other forms of measurement

  • Conduct regular (quarterly) business reviews with clients to highlight successes and plan for continuous improvement going forward

  • Schedule and facilitate client reference calls and/or site visits

  • Manage issue resolution through leveraging Support teams as well as provide critical thinking (work around solutions)

 

 Business Process Execution

  • Align with Account Executives, Account Managers, Product/Offer Management and Project Managers to achieve business financial goals both bookings and revenue

  • Proven effectiveness at leading and facilitating executive meetings and workshops

  • Plan, analyze and administer project budgets to reach financial targets & holds team members accountable for delivering on results

  • Use fact-based decision making processes and makes timely decisions

  • Recommend, communicate, implement, measure, and monitor corrective action to ensure customer success

  • Ensure accurate invoicing is applied to accounts based on contractual commitments

 

Qualifications

  • Bachelors Degree in Computer Science, Engineering or related technical fields; MBA desirable

  • Experience with account portfolio planning and prioritization, preferably in the contact center technology environment

  • 7-10 years of experience managing large global or national accounts

  • Excellent verbal, written and presentation skills

  • Capable, credible and effective as C-level advisor/coach, especially around change management (cultural, technical and business)