Customer Experience: Manager

$60,000 - $70,000/Yr

Datawatch Systems - Bethesda, MD

Full-time - Mid Level

Bethesda, MD

Administrative and Support Services

About the position

As the Customer Experience Manager at Datawatch Systems, Inc., you will be responsible for ensuring exceptional customer experiences while leading and developing a team of Customer Experience Account Managers. Your role will involve driving established metrics to achieve high customer satisfaction, collaborating with subject matter experts, and promoting upsell and cross-selling strategies. You will also be tasked with training staff, creating KPIs, and fostering a collaborative team environment to meet business goals.

Responsibilities

• Lead, train, and inspire a team of Customer Experience Account Managers.
• Act as the voice of the customer, guiding technical teams in defining requirements and user journeys.
• Serve as an executive sponsor for key accounts, ensuring customer outcomes are met.
• Define, monitor, and report on KPIs for the department.
• Coach and equip staff to excel in their roles.
• Track customer engagement across the company to ensure alignment with business goals.
• Drive continuous improvement efforts to enhance customer experiences.
• Streamline workflows and identify time-saving strategies.
• Create a cohesive team environment across the department.
• Act as a Project Manager to ensure timely execution of customer inquiries.

Requirements

• 4+ years of experience building and leading Customer Service/Experience/Success teams.
• 2+ years of hands-on experience in a customer-facing technical role.
• Proven track record of driving growth, adoption, and expansion in customer success.
• Strong communication and presentation skills.
• Meticulously organized and detail-driven.

Nice-to-haves

• Experience in a fast-paced environment.
• Ability to navigate and lead through change.

Benefits

• Competitive salary between $60,000 - $70,000 per year.
• Opportunities for professional development and training.