Customer Experience Manager

Flint Group International Bv - Itasca, IL

Full-time

Itasca, IL

Chemical Manufacturing

About the position

As a Customer Experience Manager, you'll be a vital part of our dynamic team, contributing to the sales process, crafting custom applications, and ensuring project success. This role demands a versatile professional proficient in sales support, application design, and project management. The successful candidate will play a pivotal role in collaborating with sales, design, and project teams to deliver high-quality solutions that meet client needs. In the area of Sales Support, you will partner with the sales team to comprehend client needs, offering effective pre-sales support. You will contribute to the creation of compelling proposals and charters, presentations, and product demonstrations for potential clients. Additionally, you will collaborate on discount structures and evaluate options, engaging proactively with clients to address inquiries, furnish technical information, and ensure a seamless sales process. In Application Design, you will work closely with clients to understand their business processes and requirements, designing customized applications and solutions to meet client needs while ensuring feasibility and scalability. You will collaborate with development teams to translate design specifications into actionable project plans. As part of Project Delivery, you will oversee the end-to-end project management process, ensuring projects are delivered on time, within scope, and within budget. This includes coordinating with cross-functional teams, including development, testing, and implementation teams, to ensure successful project execution. You will monitor project progress, identify risks, and implement mitigation strategies. In Client Relationship Management, you will build and maintain strong relationships with clients, acting as a point of contact throughout the project lifecycle. Ensuring client satisfaction by delivering high-quality solutions that meet or exceed expectations will be a key focus, along with addressing client feedback and managing expectations effectively. You will also be expected to stay informed about industry trends, emerging technologies, and best practices, applying your technical expertise to guide clients and internal teams in selecting optimal solutions. Documentation and reporting will be essential, as you will create comprehensive documentation, including project plans, design specifications, and post-implementation reports, while generating regular reports on project status, key performance indicators, and client interactions. Additional responsibilities may include all other duties as assigned by management.

Responsibilities

• Partner with the sales team to comprehend client needs, offering effective pre-sales support.
• Contribute to the creation of compelling proposals & charters, presentations, and product demonstrations for potential clients.
• Collaborate on discount structures and evaluate options.
• Engage proactively with clients, addressing inquiries, furnishing technical information, and ensuring a seamless sales process.
• Work closely with clients to understand their business processes and requirements.
• Design customized applications and solutions to meet client needs, ensuring feasibility and scalability.
• Collaborate with development teams to translate design specifications into actionable project plans.
• Oversee the end-to-end project management process, ensuring projects are delivered on time, within scope, and within budget.
• Coordinate with cross-functional teams, including development, testing, and implementation teams, to ensure successful project execution.
• Monitor project progress, identify risks, and implement mitigation strategies.
• Build and maintain strong relationships with clients, acting as a point of contact throughout the project lifecycle.
• Ensure client satisfaction by delivering high-quality solutions that meet or exceed expectations.
• Address client feedback and manage expectations effectively.
• Stay informed about industry trends, emerging technologies, and best practices.
• Apply technical expertise to guide clients and internal teams in selecting optimal solutions.
• Create comprehensive documentation, including project plans, design specifications, and post-implementation reports.
• Generate regular reports on project status, key performance indicators, and client interactions.
• Perform all other duties as assigned by management.

Requirements

• Bachelor's degree in Business, Computer Science, Information Technology, or a related field.
• Proven experience in sales support, application design, and project management roles.
• Strong understanding of software development and project management methodologies.
• Excellent interpersonal, communication, and problem-solving skills.
• Ability to manage multiple tasks and projects concurrently.
• Proficiency in project management tools and Microsoft Office Suite.
• Client-focused with a commitment to delivering exceptional service.