National Customer Experience Manager

Job Locations US-MO-Earth City
ID 2022-1073
Category
Customer Success
Position Type
Regular Full-Time

About Us

Interface Systems is a leading managed service provider delivering business security, managed network, UCaaS, and business intelligence solutions to distributed enterprises. We enhance security, streamline connectivity, optimize operations and reduce IT costs, maximizing ROI for the nation’s top brands. Our company vision is to enable enterprises to innovate faster and adapt to market forces. We bring this to life through our mission of inspiring B2C enterprises to deliver amazing customer experiences by safeguarding people and assets, enabling seamless connectivity solutions, and uncovering business insights.

Our mantra as a team is relentless customer support. We are passionate, and quite honestly obsessed, about delivering an amazing customer experience. We do this through fostering an Interface company culture for our employees focused around collaboration, commitment and fun. Come join our dynamic and growing team and make a direct impact in a company committed to growth and transformation, all in service of delighting our customers and our employees.

Overview

The National Account Customer Experience Manager will work assigned accounts and oversee a team responsible for supporting our customer’s daily experience.  This person will partner with internal and external stakeholders to ensure that our Customer Experience Advocates have the support and resources needed to meet customer satisfaction, retention, and revenue expectations.  This role will oversee a portfolio of Managed Network and Voip clients.

Responsibilities

  • Lead team to meet and exceed company customer satisfaction, retention, and revenue objectives
  • Proactively monitor and maintain customer status and satisfaction scoring
  • Ensure awareness and resolution of critical customer concerns and ISS risk
  • Collaborate cross-departmental to improve operational effectiveness and implement best practices
  • Guide, empower, and motivate Customer Experience Advocates on a continuous basis
  • Serve as the central, client-facing, day to day customer experience and escalation contact
  • Support assigned accounts, ensuring contractual and SLA commitments are met, while anticipating their needs and growing the relationship
  • Partner with Operational Teams:
    • Project Management on client rollouts, developing relationship, handling outliers, assisting in hand off to support, delivering training and setting up client reporting
    • Technical Support teams on service status, critical events, resolution, and timely, professional communication
    • Coordinate and host live support session conference calls with client and third-party service providers to bring resolution when needed
    • Engineering and Revenue team on sales and existing customer refresh and growth opportunities
    • Governance team to analyze, construct and deliver customer reporting
    • Cost analysis and accounting, including customer disputes and invoicing
    • Build and complete sales proposals for system adds and changes, not assigned to Revenue Team
  • Provide day to day assistance with system usage, client portals, training, account management, and reporting
  • Communicate directly with senior-level internal and external stakeholders

Qualifications

  • Bachelor’s Degree
  • Industry experience required in Managed Network Services or Business Voip Solutions
  • 5 years experience with national accounts in any industry
  • Sales Experience
  • Open to work nights and weekends
  • Excellent verbal and written communication skills
  • Display knowledge of terminology and services provided across the managed network and business voip industries
  • Demonstrated experience and success interacting with C-Level, Sales and Operations Leaders and IT departments
  • Efficient in Microsoft Office software tools, especially Excel and Smartsheet
  • Exceptional verbal, written, and formal presentation communications skills
  • Must be able to work a variety of high-priority tasks to completion with minimal supervision
  • Must be able to build rapport with customers, anticipating their needs
  • Must be able to problem solve across all departments to meet customer needs and requests
  • Proactive communicator with ability to gain buy in from others to accomplish company set goals
  • Ability to efficiently and professionally resolve customer escalations
  • Flexibility to operate well in a rapidly changing and often high-stress environment
  • Posess advanced knowledge of the Microsoft suite of services

EEO Statement

Interface Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin. The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.

Interface Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.

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