Customer Experience Manager

$70,000 - $85,000/Yr

PharosIQ - Philadelphia, PA

Full-time - Mid Level

Remote - Philadelphia, PA

About the position

The Customer Experience Manager at PharosIQ is responsible for overseeing the entire customer journey for clients, ensuring that their brand experience aligns with their goals and exceeds expectations. This role involves developing strategies to optimize customer interactions, fostering strong relationships with key accounts, and collaborating with cross-functional teams to deliver a cohesive experience. The position requires strong leadership, communication, and project management skills to effectively engage with clients and internal teams.

Responsibilities

• Develop and implement strategies to optimize the customer experience for clients across all touchpoints.
• Map, analyze, and refine customer journeys, identifying pain points and opportunities for improvement.
• Serve as the primary point of contact for key client accounts, fostering strong relationships and acting as a trusted advisor.
• Regularly communicate with clients to provide updates, share insights, and align on strategies that enhance their brand's market presence.
• Seek opportunities to grow the use of PharosIQ's services within assigned accounts to generate new business opportunities and partner extensions.
• Work closely with cross-functional teams, including sales, marketing, design, and operations, to deliver a cohesive customer experience.
• Collaborate with marketing, sales, and creative teams to ensure client brands are consistently represented across campaigns and channels.
• Manage supporting account resources, ensuring that their contributions are providing value to the account team and the client.
• Provide insight to the team on client industry and competitive landscape.
• Share weekly Partner Feedback updates to support client calls and agendas.

Requirements

• Bachelor's degree from an accredited college or university preferred.
• A minimum of 2-3 years relevant progressive experience in the account management/services field within the technology industry, or a similar industry is strongly preferred.
• Proficiency with MS Office (Word, Excel, PowerPoint), Siebel and other basic desktop applications (i.e. MS Outlook, Exchange, internet tools, etc.) is assumed.
• Strong command of the English language, speaking, reading and writing.

Nice-to-haves

• Specific interest, knowledge of and experience working in technology.
• Strong customer service orientation and the ability to foster long-term client relationships.
• Exceptional interpersonal skills and the ability to work independently as well as in a team environment.
• High organizational skills, the ability to prioritize workload and manage multiple projects in a deadline-driven environment.
• Ability to motivate and lead others in the development, direction and completion of marketing projects/campaigns.

Benefits

• Medical, dental, vision and life insurance
• Uncapped PTO
• 401k, up to 4% employer match
• On-site gym
• Great career progression & promotional opportunities